IT HELP DESK TECHNICIAN SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Updated: Oct 24, 2025 - The Information Technology (IT) Help Desk Technician possesses experience in coordinating IT support during office relocations and hardware refresh projects, assisting with system monitoring, incident response, and implementing patch management strategies. This role requires familiarity with cloud storage and collaboration platforms, identity and access management fundamentals, basic scripting for automation, and awareness of IT compliance frameworks. The technician also needs to be self-motivated, detail-oriented, and organized, with excellent written and verbal communication skills, discretion in handling sensitive information, and the ability to work independently while taking initiative on projects.

Essential Hard and Soft Skills for a Standout IT Help Desk Technician Resume
  • PC Repair
  • Mobile Support
  • Microsoft Office
  • Adobe Software
  • Network Configuration
  • Hardware Troubleshooting
  • Software Troubleshooting
  • Active Directory
  • Ticket Management
  • Cloud Services
  • Team Collaboration
  • Customer Communication
  • Time Management
  • Analytical Thinking
  • Problem Solving
  • Communication
  • Confidentiality Awareness
  • Problem Escalation
  • Documentation
  • User Guidance

Summary of IT Help Desk Technician Knowledge and Qualifications on Resume

1. BS in Information Technology with 3 years of Experience

  • Related IT Help Desk experience.
  • Knowledge in PC architecture, PC components and accessories, workstation setup, and troubleshooting.
  • Strong understanding of Windows 10 Professional and MS Office troubleshooting and administration.
  • Experience with Microsoft 365 administration, including Azure AD, Hosted Exchange, Teams, and SharePoint online.
  • Basic understanding of TCP/IP-based network architectures and services, network components, protocols, and standards.
  • Basic understanding of Windows 2012/2016 Server administration.
  • Experience working with SCCM.
  • Experience with enterprise Backup solutions.
  • Excellent problem-solving ability and communication skills.
  • Team player with the ability to work independently with minimal supervision.
  • Strong attention to detail with the ability to work within tight timelines in a high-pressure environment.
  • Can-do attitude and exceptional customer service orientation.

2. BS in Information Systems with 1 year of Experience

  • Completion of TAFE Certificate III or IV in Information Technology or equivalent experience.
  • A real passion for IT and a desire to learn.
  • Experience assisting in IT project rollouts (e.g., system upgrades, migrations, or office moves).
  • Experience in creating and maintaining IT asset and inventory databases.
  • Fundamentals of cloud-based collaboration tools (e.g., Slack, Microsoft Teams, Zoom).
  • Understanding of basic database management concepts (SQL queries, backups).
  • Patch management processes and update cycles.
  • Strong troubleshooting and problem resolution skills.
  • Ability to manage multiple tasks and prioritise work with high attention to detail.
  • Good communication skills (both verbal and written).
  • Ability to work autonomously and as part of a team.

3. BS in Software Engineering with 4 years of Experience

  • Interest in learning and taking on increasingly complex tasks.
  • Experience as an IT Support Engineer, Analyst, or Administrator.
  • Demonstrable knowledge of/experience with the following: Networking, WiFi, Mac OS, Cisco, Linux, Windows.
  • Hands-on expertise with a VoIP phone system (preferably Shoretel).
  • Understanding of cybersecurity fundamentals (firewalls, antivirus, MFA, encryption).
  • Working knowledge of scripting or automation (e.g., Bash, PowerShell, Python basics).
  • Working knowledge of backup and disaster recovery strategies.
  • Experience in ITIL framework or service desk best practices.
  • Experience working with remote monitoring and management (RMM) tools.
  • Independent ability to research technical problems and solutions.
  • Strong organizational and managerial skills and a detail-oriented work ethic.
  • Ability to work individually and within a team.

4. BS in Computer Science with 2 years of Experience

  • Must have experience handling high call volume in a service desk.
  • Excellent knowledge of diagnosing and correcting issues within the Windows 10 operating system.
  • Knowledge of Microsoft Office 365 applications.
  • Experience with workstation, laptop, desktop, and LAN printer hardware repair.
  • Previous LAN/ WAN experience.
  • Fundamentals of virtualization platforms (VMware, Hyper-V).
  • Understanding of cloud storage and file-sharing solutions (e.g., OneDrive, SharePoint, Dropbox).
  • Awareness of endpoint security tools (EDR/antimalware).
  • Excellent communication and problem-solving skills.
  • Willingness to be challenged and consistently grow and stay knowledgeable about new healthcare technology systems to improve the organization's workflow efficiency.
  • Ability to multitask and prioritize competing issues with minimal supervision.

5. BS in Computer Applications with 3 years of Experience

  • Experience working with PC Hardware.
  • Experience in Microsoft Office 365 (Word, PowerPoint, Excel, OneNote, etc.), Windows OS (10,7), and Microsoft Windows Servers, TCP/IP, and VMWare.
  • Working knowledge of server hardware.
  • Demonstrated experience in troubleshooting and resolving technical problems.
  • Experience in deploying and configuring software images across multiple workstations.
  • Understanding of DNS, DHCP, and common network services.
  • Familiarity with endpoint encryption solutions (e.g., BitLocker, FileVault).
  • Awareness of cloud infrastructure concepts (IaaS, SaaS, PaaS).
  • Knowledge of storage systems (RAID configurations, NAS/SAN basics).
  • Demonstrated ability to work independently in a deadline-oriented environment.
  • Clear and concise verbal and written communication skills.
  • Initiative in continuous self-learning (certifications, labs, sandbox testing).

6. BS in Systems Administration with 5 years of Experience

  • Broad technical knowledge of IT with A+ Certification, MCSA Certification, or HDI Certification.
  • Understanding of IT services, technology, and solutions.
  • Work experience in a related industry setting.
  • Work experience at an IT service provider (delivery level).
  • Work experience with ticketing applications (e.g., Service Now).
  • Knowledge of existing and emerging hardware and software technologies and IT architectures
  • Strong competency in developing efficient and effective solutions to diverse and complex business problems.
  • Knowledge of best practices to guide teams through issues related to the design, development, and deployment of mission-critical information and software systems.
  • Ability to develop and implement IT policies and governance.
  • Strong analytical, design, and development skills, including troubleshooting and integration of IT services.
  • Excellent English and French (written and spoken), and/or other languages specific to the business unit.

7. BS in Network Security with 4 years of Experience

  • Experience coordinating user account lifecycle management (onboarding/offboarding).
  • Experience providing support for collaboration platforms (e.g., Microsoft Teams, Zoom, WebEx).
  • Working knowledge of ITIL Foundations version 3.
  • Intermediate level knowledge of Microsoft Office Suite applications, specifically, MS Office Word, Excel, PowerPoint, and Outlook.
  • Experience working in SharePoint, Project, and Access.
  • Knowledge of desktop Operating Systems W2K, XP, 7, 8,  and Mac OS X.
  • Knowledge of PC Hardware and Function, VPN, Active Directory, Remote Desktop Management, and Smartphones.
  • Understanding of virtualization/containerization basics (Docker, Kubernetes concepts).
  • Knowledge of IT service desk metrics (SLAs, KPIs, escalation processes).
  • Critical thinking for troubleshooting beyond surface-level fixes.
  • Strong prioritization when balancing long-term projects and urgent tickets.

8. BS in Network Administration with 2 years of Experience

  • Proven experience as a Helpdesk Technician.
  • Extensive knowledge of Microsoft Windows and Office.
  • Good understanding of computer support and troubleshooting, with the ability to prioritize projects independently.
  • Understanding of IT asset lifecycle management.
  • Familiarity with mobile operating systems (iOS, Android) and enterprise MDM solutions.
  • Awareness of cybersecurity best practices (phishing prevention, password policies).
  • Knowledge of network topologies and hardware (routers, switches, firewalls).
  • Excellent customer service in face-to-face, telephone, or electronic interaction with teams.
  • Ability to conduct research into PC and software issues and products.
  • Adapt to shifting between urgent support and planned project work.
  • Curiosity-driven approach to learning new tools and technologies.

9. BS in Cybersecurity with 5 years of Experience

  • Experience in the IT field supporting end users and systems in a business environment.
  • Strong ability to identify and troubleshoot new and ongoing IT issues affecting end users, workstations, and systems using standard troubleshooting methods.
  • CompTIA A+ certification or equivalent experience.
  • Experience working with Windows desktop operating systems (Windows 7 through 10).
  • Experience working with Windows server operating system (Windows Server 2008 through 2016).
  • Experience supporting Commercial off-the-shelf software (For example, Infor products, Sage products).
  • Experience supporting a 24/7 business environment.
  • Backup system management and tape support experience.
  • Familiarity with services like SCCM/WSUS/MDT.
  • Proficient knowledge of Microsoft Active Directory, DNS, DHCP, networking, and business phone systems.
  • Highly customer-focused with the ability to develop solid relationships at all levels within the organization
  • Highly self-motivated and directed.
  • Experience working both independently and in a team-oriented, collaborative environment.

10. BS in Systems Engineering with 3 years of Experience

  • Experience coordinating IT support during office relocations or hardware refresh projects.
  • Experience assisting with system monitoring and incident response activities.
  • Awareness of patch management and endpoint update strategies.
  • Basic understanding of scripting for automation (Python, VBScript).
  • Familiarity with IT compliance frameworks (SOC 2, ISO 27001).
  • Knowledge of cloud storage and collaboration platforms (Google Drive, Box, OneDrive).
  • Fundamentals of identity and access management (IAM).
  • Proficient in the Microsoft Suite.
  • Must have the ability to incorporate creative approaches to various projects by taking initiative and working independently.
  • Self-motivated, proactive, and forward-thinking, as well as diplomatic, tactful, and extremely detail-oriented and organized.
  • Excellent written and verbal communication skills.
  • Discretion concerning confidential or sensitive information.

11. BS in Cloud Computing with 4 years of Experience

  • Experience in an IT support role.
  • Experience with imaging and endpoint management systems.
  • Experience with Active Directory and Microsoft Office 365 account management.
  • Experience with Windows 10, macOS, Office 365, Okta, Zoom, and more.
  • Experience with networking technologies such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi/WAP.
  • Knowledgeable in IT security domains, including user directories, single sign-on (Okta), and encryption.
  • Basic understanding of virtualization management tools (VMware vSphere, Hyper-V Manager).
  • Awareness of SIEM tools and log analysis.
  • Knowledge of automation workflows in endpoint management platforms.
  • Understanding of zero-trust security concepts.
  • Strong customer service and communication skills.
  • Ability to handle multiple tasks in a fast-paced environment.

12. BS in Information Technology with 7 years of Experience

  • Strong understanding of computer operation, hardware, software, and operating systems
  • Good Customer Service skills, with an ability to communicate, both orally and in writing, effectively
  • Effective writing and editing skills to aid in updating documentation and procedures
  • Understand how to troubleshoot problems and identify effective and efficient solutions
  • Experience with troubleshooting, identifying, and resolving computer technical issues
  • Specific understanding of virtual environments, server-client model, and basic network protocols
  • Experience working in a help desk environment
  • Proficiency with Microsoft Windows 10 OS
  • Detail-oriented to keep detailed notes on tickets
  • Highly organized to keep Help Desk tickets in order
  • Ability to think on your feet and diagnose/resolve basic computer technical issues, often without any preliminary information
  • Good work ethic, commitment, and dedication to the job
  • Ability to commit, focus, and dedicate time and effort until assigned duties are completed, without being distracted
  • Ability to learn effectively, and knowing how to seek given assistance or information

13. BS in Network Administration with 4 years of Experience

  • Working knowledge of Networking concepts and configurations (TCP/IP, WAN, LAN, VPN, NAT, DNS, DHCP, FTP, SSH, Telnet)
  • Demonstrate initiative and work efficiently with limited supervision
  • Ability to collaborate and work effectively in partnership with others
  • Strong customer service orientation
  • IT support experience with event support
  • Knowledge in a variety of hardware and software technologies
  • Strong understanding of networking (understanding of switches, firewalls, VPN clients, wireless networking)
  • Strong understanding of G Suite products 
  • Proficiency with a MAC and IOS computers
  • Must possess strong analytical, written, and verbal communication skills
  • Ability to diagnose and resolve basic computer technical issues
  • Strong work ethic and professionalism

14. BA in Information Systems Management with 5 years of Experience

  • Experience working with Linux, Mac, and Windows operating systems
  • Ability to access printers, lift monitors and set up other IT-related equipment
  • Experience working with Jira and/or another ticketing system
  • Experience with networking and administration
  • Ability to manage multiple tasks and priorities
  • Excellent written and verbal communication skills
  • Ability to work as part of a team
  • Experience with bash or other scripting languages 
  • Able to pay keen attention to detail
  • Proficient in computer and technical skills
  • Solid analytical and problem-solving skills
  • Good process mapping ability
  • Proactive, service-minded, and able to multitask
  • Good interpersonal skills (empathy, verbal dexterity, etc.)

15. BA in Business Information Technology with 6 years of Experience

  • Knowing how to resolve open tickets with IT issues
  • Proactive mindset and drive to find and address root causes
  • Proficient knowledge of MS-Windows Server and Linux operating systems
  • Knowledge of the Active Directory system and its administration
  • Good knowledge of the PowerShell environment for AD and LDAP scripting for creating, modifying AD attributes and groups, and various reporting
  • Excellent knowledge of the WSUS environment (centralized Windows patch release system)
  • Good knowledge of the ADFS system
  • Good knowledge of the Azure AD Connect system
  • Excellent knowledge of permissions/groups on the AD system
  • Excellent knowledge of AD server synchronization (maintenance/addition of a new server)
  • Excellent knowledge of implementing policies and printers on AD
  • Must have good communication skills
  • Experience with scripting languages to automate repetitive tasks (e.g, bash, Python)
  • Working knowledge of SQL databases
  • Good Italian and/or English language skills
Relevant Information
IT Help Desk Analyst Skills, Experience, and Job Requirements