Help Desk Technician Resume Example

Provide tier 2 technical support to 800+ end-users across multiple departments, resolving 95% of tickets within SLA timeframesReduced average ticket resolution time by 28% through implementation of knowledge base articles and self-service portal improvementsMentor and train 3 junior technicians on troubleshooting methodologies, ticketing system best practices, and customer service excellenceManage and prioritize an average of 45 support tickets daily using ServiceNow, maintaining a 4.8/5.0 customer satisfaction ratingCollaborate with IT infrastructure team to deploy Windows 10/11 upgrades to 200+ workstations with 99% success rateCreated and maintained 35+ technical documentation articles, reducing repeat inquiries by 22%

Delivered first-line technical support for 500+ healthcare staff members via phone, email, and remote desktop toolsAchieved 92% first-call resolution rate by efficiently diagnosing hardware, software, and network connectivity issuesSupported Epic EMR system, assisting clinical staff with login issues, printer configurations, and application errorsPerformed hardware inventory management and coordinated equipment deployment for 15+ new employee onboardings monthlyEscalated complex issues to senior technicians and network administrators while maintaining detailed ticket documentation

Assisted senior technicians with desktop support, software installations, and password resets for 150+ employeesConfigured and deployed new workstations including Windows OS installation, domain joining, and application setupMaintained accurate asset inventory using Spiceworks, tracking 200+ devices across the organizationProvided excellent customer service while troubleshooting Microsoft Office 365, VPN connectivity, and printer issues