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Gus Green
Desktop Support Engineer
Summary
Highly skilled and experienced Desktop Support Engineer with a proven track record of managing and supporting over 1,000 desktops, laptops, and mobile devices for a Fortune 500 company. Expertise in providing remote and onsite technical support to resolve hardware, software, and network issues. Proficient in installing and configuring operating systems, software applications, and peripherals to ensure optimal system performance. Consistently resolved over 90% of support tickets within the SLA target timeframes. Leverage remote access tools such as TeamViewer and LogMeIn to provide efficient support. Meticulously document all support requests, resolutions, and updates for audit purposes. Collaborate effectively with cross-functional teams, including IT managers, network engineers, and system administrators, to ensure seamless IT operations.
Education
Bachelor’s Degree in Computer Science
January 2018
Skills
- Troubleshooting
- Diagnostics
- Remote support
- User training
- Problem analysis
- Installation and configuration
Work Experience
Desktop Support Engineer
- Resolved over 90% of support tickets within the SLA target timeframes
- Used remote access tools such as TeamViewer and LogMeIn to provide efficient support
- Documented all support requests, resolutions, and updates for audit purposes
- Collaborated with crossfunctional teams, including IT managers, network engineers, and system administrators
Desktop Support Engineer
- Managed and supported over 1,000 desktops, laptops, and mobile devices for a Fortune 500 company
- Provided remote and onsite technical support to resolve hardware, software, and network issues
- Installed and configured operating systems, software applications, and peripherals
- Performed preventative maintenance and troubleshooting to ensure optimal system performance
Accomplishments
- Successfully implemented a new laptop imaging system, reducing deployment time by 25% for over 2,000 users.
- Identified and resolved a network connectivity issue that was affecting user productivity, resulting in a 12% increase in daily task completion rates.
- Developed and implemented a user training program on troubleshooting common desktop issues, reducing support requests by 15%.
- Migrated 500+ user workstations to a new operating system, ensuring smooth transition with minimal downtime.
- Established a remote support system that enabled efficient troubleshooting and resolution of user issues outside of regular business hours.
Awards
- Received the Technical Excellence Award for exceptional troubleshooting and problemsolving skills.
- Recognized for outstanding technical support during a major companywide systems upgrade.
- Received the Customer Service Excellence Award for providing exceptional support and consistently exceeding user expectations.
- Honored as the Team Player of the Year for collaborating effectively with colleagues to resolve complex technical challenges.
Certificates
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Solutions Expert (MCSE)
- Certified Information Systems Security Professional (CISSP)
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How To Write Resume For Desktop Support Engineer
Highlight your technical skills and experience.
Be sure to list all of the relevant technical skills that you have, such as troubleshooting, diagnostics, remote support, user training, problem analysis, installation, and configuration.Demonstrate your ability to work independently and as part of a team.
Desktop support engineers often work independently, but they also need to be able to collaborate with other IT professionals. Provide examples of your experience in both of these areas.Showcase your customer service skills.
Desktop support engineers need to be able to interact with users in a positive and helpful manner. Provide examples of your customer service skills, such as your ability to resolve issues quickly and efficiently.Tailor your resume to the specific job you are applying for.
Take the time to read the job description carefully and identify the specific skills and experience that the employer is looking for. Then, be sure to highlight those skills and experience in your resume.
Essential Experience Highlights for a Strong Desktop Support Engineer Resume
- Managed and supported over 1,000 desktops, laptops, and mobile devices for a Fortune 500 company.
- Provided remote and onsite technical support to resolve hardware, software, and network issues.
- Installed and configured operating systems, software applications, and peripherals.
- Performed preventative maintenance and troubleshooting to ensure optimal system performance.
- Resolved over 90% of support tickets within the SLA target timeframes.
- Documented all support requests, resolutions, and updates for audit purposes.
- Collaborated with cross-functional teams, including IT managers, network engineers, and system administrators.
Frequently Asked Questions (FAQ’s) For Desktop Support Engineer
What are the key responsibilities of a Desktop Support Engineer?
The key responsibilities of a Desktop Support Engineer include managing and supporting desktops, laptops, and mobile devices; providing remote and onsite technical support; installing and configuring operating systems, software applications, and peripherals; performing preventative maintenance and troubleshooting; resolving support tickets within SLA target timeframes; documenting all support requests, resolutions, and updates; and collaborating with cross-functional teams.
What are the skills required for a Desktop Support Engineer?
The skills required for a Desktop Support Engineer include troubleshooting, diagnostics, remote support, user training, problem analysis, installation, and configuration.
What are the qualifications for a Desktop Support Engineer?
The qualifications for a Desktop Support Engineer include a Bachelor’s Degree in Computer Science or a related field.
What is the career path for a Desktop Support Engineer?
The career path for a Desktop Support Engineer can lead to roles such as System Administrator, Network Engineer, and IT Manager.
What are the benefits of being a Desktop Support Engineer?
The benefits of being a Desktop Support Engineer include a stable career, a good salary, and the opportunity to work with cutting-edge technology.
What are the challenges of being a Desktop Support Engineer?
The challenges of being a Desktop Support Engineer include dealing with a high volume of support tickets, working under pressure, and troubleshooting complex technical issues.
What is the job outlook for Desktop Support Engineers?
The job outlook for Desktop Support Engineers is expected to grow by 10% over the next decade.