Help desk is the most common front door into an IT career. You're the first person people reach when their computer freezes, their password stops working, or the printer won't print. The job mixes technical troubleshooting with a lot of customer service, and it's where many system administrators, security analysts, and IT managers got their start.

What hiring managers look for

They want someone who can solve common problems quickly, document their work, know when to escalate, and stay patient with people who are frustrated and not technical. Many help desk postings list CompTIA A+ or similar certifications, familiarity with Windows and Microsoft 365, and experience with a ticketing system. Strong customer service experience from any field can make up for limited IT experience.

Resume summary

Patient, reliable IT support specialist experienced in solving computer, account, and connectivity problems by phone, chat, and in person. Documents every ticket clearly and explains fixes in plain language. Looking to bring strong troubleshooting and customer service to a new role.

Skills to list

  • Windows and macOS troubleshooting
  • Microsoft 365 and Google Workspace support
  • Password resets and account management
  • Active Directory user administration
  • Ticketing systems
  • Remote support tools
  • Printer and peripheral setup
  • Basic networking and Wi-Fi troubleshooting
  • Clear, friendly user communication
  • Knowledge base documentation

Experience bullet points

  • Resolved a high volume of support tickets by phone, chat, email, and walk-up
  • Reset passwords, unlocked accounts, and managed user access following security procedures
  • Troubleshot Windows, macOS, and Microsoft 365 issues, fixing most problems on first contact
  • Documented every ticket with clear notes and escalated complex issues to the right team
  • Supported users remotely with screen-sharing tools, reducing the need for desk visits
  • Set up printers, scanners, monitors, and other equipment for staff
  • Walked non-technical users through fixes in plain, patient language
  • Wrote and updated knowledge base articles for common problems
  • Met service level targets for response and resolution times
  • Helped onboard new employees with accounts, devices, and system access

Sample job entry

IT Support Specialist, Regional Health System, Birmingham, AL. 2023 to Present. Support 1,200 users by phone, chat, and walk-up; resolve about 45 tickets a day with 78% first-contact resolution; wrote 30 knowledge base articles that cut repeat password tickets by a third.

If you don't have IT experience yet

Many help desk techs come from call centers, retail, or the military. Lead with a certification (or one in progress), add a "Projects" section for anything you've built or fixed at home, and describe your customer service experience in help desk terms: handling high call volumes, calming frustrated customers, and following procedures. If you were the unofficial tech person at a past job, say so with specifics.

Tips for this role

  • Show your ticket numbers. Tickets per day, first-contact resolution, and satisfaction scores are exactly what help desk managers track.
  • Name the ticketing system. ServiceNow, Jira Service Management, Zendesk, and Freshservice are common. Mention the ones you've used.
  • Mention documentation. Writing knowledge base articles shows you help the whole team, not just the caller.
  • Be ready for scenario questions. Interviews often ask how you'd handle a specific problem. Practice walking through your troubleshooting steps out loud.

Build your resume free

Open the 360 Quick Resume builder, choose IT Workers & Managers, then pick Help Desk / IT Support Specialist. This summary, skills list, and these bullet points load in for you to edit. Download as PDF, Word, or plain text, free.

For more help, read our full guide on how to write an IT resume, including where certifications go and how to break into IT.

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