Help desk technician with 4 years of tier-1 support experience in a university IT service desk and a regional clinic network. Resolves 30+ tickets a day with an 88% first-contact resolution rate and 4.8/5 satisfaction. Brings patient troubleshooting, Microsoft 365 and Active Directory basics, and clear knowledge base writing.
Experience
Help Desk Technician, Cedar Valley Clinics (Waterloo, IA)
Jan 2025 – Present
Resolve 30+ phone, chat and walk-up tickets daily in ServiceNow for 1,100 clinical and office staff
Hold an 88% first-contact resolution rate and 4.8/5 satisfaction across 6,000 tickets
Reset passwords, unlock accounts and manage MFA in Active Directory and Entra ID within HIPAA access rules
Wrote 40 knowledge base articles that cut repeat printer and VPN tickets by 30%
Student IT Service Desk Assistant, University of Northern Iowa (Cedar Falls, IA)
Aug 2022 – Dec 2024
Supported students and faculty with Wi-Fi, Canvas and email issues, handling 20 tickets per shift
Imaged 150 lab computers each semester with Microsoft Deployment Toolkit
Education
B.S. Information Technology, University of Northern Iowa (Aug 2021 – Dec 2024)
Skills
Support: Ticket triage, remote support, hardware and printer troubleshooting, escalation
Systems: Windows 11, macOS, Microsoft 365, Active Directory, Entra ID
Tools: ServiceNow, TeamViewer, MDT, Zoom Rooms
How to write a Help Desk Technician resume
A strong Help Desk Technician resume shows the systems you built, the scale they run at, and the measurable effect on speed, reliability or cost. Put your most relevant recent role first and make every bullet show a result, not a duty.
Sections, in order
Summary
Experience
Projects
Skills
Education
Length: One page for most candidates; move to two only if every line is relevant.
Summary: Write two or three lines: your role, your strongest skills, and one result that proves them.
Skills to feature
Programming languages
System design
Cloud platforms (AWS, GCP, Azure)
CI/CD
Testing and code review
Databases and SQL
Observability
Security fundamentals
APIs and integrations
Technical documentation
Example bullet points
Rebuilt the checkout service in Go, cutting p95 latency from 900 ms to 180 ms for 2M monthly users
Introduced contract tests and staged rollouts, reducing production incidents by 45% in two quarters
Migrated 30 services to Kubernetes with Terraform, lowering cloud spend by $250k a year
Tips from recruiters
Group skills by category (for example "Languages: Go, TypeScript") so recruiters and ATS parsers find them quickly.
Link to a repository, demo or write-up for at least one project you can talk about in depth.
Name the stack inside each bullet; keyword matching happens at the bullet level, not only in the skills list.
Recommended templates
Classic (ATS-friendly): Jake's-style LaTeX classic: small caps and hairline rules
Tech (ATS-friendly): Developer style: mono headings and tags, sans body
Modern (ATS-friendly): Clean single column with accent headings and rules
Help Desk Technician resume FAQ
What should a Help Desk Technician resume include?
A Help Desk Technician resume should show the systems you built, the scale they run at, and the measurable effect on speed, reliability or cost. Use these sections in this order: Summary, Experience, Projects, Skills and Education. Put your most relevant recent role first and make every bullet show a result, not a duty.
What is the best resume template for a Help Desk Technician?
Classic, Tech and Modern work well for Help Desk Technician roles. They are single-column with standard headings, so applicant tracking systems (ATS) parse them reliably.
How long should a Help Desk Technician resume be?
One page for most candidates; move to two only if every line is relevant.
Which skills should a Help Desk Technician put on a resume?
Prioritize the skills named in the job posting. Common ones for Help Desk Technician roles are Programming languages, System design, Cloud platforms (AWS, GCP, Azure), CI/CD, Testing and code review and Databases and SQL.
How do I write strong Help Desk Technician resume bullet points?
Start with an action verb, say what you did, and end with a measurable result such as latency, uptime and deploy frequency. For example: "Rebuilt the checkout service in Go, cutting p95 latency from 900 ms to 180 ms for 2M monthly users."