Automatically apply for jobs with Zippia

Upload your resume to get started.

Senior help desk specialist skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Kate Marek Ph.D.,

George Miller

Below we've compiled a list of the most critical senior help desk specialist skills. We ranked the top skills for senior help desk specialists based on the percentage of resumes they appeared on. For example, 9.6% of senior help desk specialist resumes contained help-desk support as a skill. Continue reading to find out what skills a senior help desk specialist needs to be successful in the workplace.

15 senior help desk specialist skills for your resume and career

1. Help-Desk Support

Here's how senior help desk specialists use help-desk support:

Provided computer help-desk support and technical training on hardware/software to end users.
Provided computer help-desk support via telephone communication with end users.

2. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how senior help desk specialists use technical support:

Provided worldwide computer system technical support to numerous Department of Transportation customers in a high-volume, complex environment.
Developed technical support plan for division and implemented support, security and inventory management procedures.

3. Desk Support

Here's how senior help desk specialists use desk support:

Help Desk support, troubleshooting password reset, desktop computers, and network printer issues.
Established help desk support model specifically designed for Epic.

4. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how senior help desk specialists use troubleshoot:

Build, Set-up, Install, Configure and Troubleshoot Equipment for Vital Record Offices (On-site and In-house).
Maintain, analyze, troubleshoot, and deploy of new Xerox local and network printers, and other peripherals.

5. Network Troubleshooting

Here's how senior help desk specialists use network troubleshooting:

Assisted and trained coworkers by passing along my knowledge of network troubleshooting approach and Outlook email configurations/troubleshooting.
Maintain network security and performance optimization requirements encompassing security patch applications and DNS-DHCP-TCP/IP network troubleshooting.

6. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how senior help desk specialists use phone calls:

Updated, acknowledged and properly notate all e-mail traffic, and phone calls.
Answered telephone calls to assist computer users encountering problems and user inquiries regarding computer software or hardware operation to resolve issues.

Choose from 10+ customizable senior help desk specialist resume templates

Build a professional senior help desk specialist resume in minutes. Our AI resume writing assistant will guide you through every step of the process, and you can choose from 10+ resume templates to create your senior help desk specialist resume.

7. Help Desk

Here's how senior help desk specialists use help desk:

Supervised junior help desk/desktop support staff, assigned tickets escalated tickets to different level based on priority.
Trained and mentored incoming help desk specialists to improve efficiency while transitioning through multiple corporate acquisitions.

8. Computer System

Here's how senior help desk specialists use computer system:

Monitored replication and Analyzed system logs and identifying potential issues with computer systems.
Provided tech support to computer system users by answering users' questions.

9. VPN

A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.

Here's how senior help desk specialists use vpn:

Blackberry tethering, Version Management, VPN client, Assist customers with encryption and data recovery procedures.
Assisted users using laptops with RAS setup, VPN connections, and troubleshot network connectivity issues.

10. User Accounts

A user account is a relationship established between a user and a computer, network, or information service that includes a user name, password, and all information related to the user. A user account may or may not allow a user to connect to a network, another computer, or other shared resources.

Here's how senior help desk specialists use user accounts:

Added and disabled user accounts, and MS Exchange mailbox creation and permissions.
Created, maintained and verified network user accounts and Microsoft Exchange accounts.

11. Network Printers

Here's how senior help desk specialists use network printers:

Network printer installation and troubleshooting.
Used Terminal Services to support Corporate and remotes sites network printers and Mainframe printers.

12. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how senior help desk specialists use customer service:

Facilitate day-to-day service for problems reported to customer services and ensure follow through to problem resolution.
Received the Suzuki Customer Service Award for outstanding customer service and dedication.

13. SharePoint

Here's how senior help desk specialists use sharepoint:

Administered SharePoint application throughout organization, serving as subject matter expert involving security, training, site design and functionality.
Ensured customer satisfaction by managing SharePoint portal resulting in the correction of many IT hardware/software related errors through troubleshooting.

14. Remedy

Here's how senior help desk specialists use remedy:

Log and track inquiries using Remedy ticketing system and maintain history records and related problem documentation.
Recorded daily activities in Remedy.

15. Network Connectivity

Here's how senior help desk specialists use network connectivity:

Respond to telephone inquiries concerning support requests, systems status, and network connectivity.
Support and resolve wireless and Ethernet network connectivity issues.

5 Senior Help Desk Specialist resume examples

Build a professional senior help desk specialist resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 5+ resume templates to create your senior help desk specialist resume.

Create my resume

Build a professional resume in minutes using this template.

What skills help Senior Help Desk Specialists find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What senior help desk specialist skills would you recommend for someone trying to advance their career?

Kate Marek Ph.D.

Director and Professor, Dominican University

If possible, find a paid internship in your area of interest, which will help expand your professional network and build your skillset. Use this time to keep scanning job ads to identify skill sets in demand; look for online mini-courses to make those skill sets.

What type of skills will young senior help desk specialists need?

George Miller

Associate Professor Computer Science, Tiffin University

Many organizations realize graduates cannot learn everything in college about their major but want the graduate to have a solid foundation on their field of study. The organization wants to mold the graduate to their company environment with how they do things related to the field of study. Most companies want college graduates to have good communication skills (both oral and written), critical thinking skills and be able to work well in teams. These skills have been a staple for graduates since I can remember. This is why a college graduate takes many general education courses related to these skills and many of their major courses emphasize these skills.
Going back to the previous answer I believe graduates in all fields of study will need a better knowledge of technology and easier adaptability to changing technology. Again, an IS degree is already preparing students for this.

What technical skills for a senior help desk specialist stand out to employers?

Chirag Parikh Ph.D.

Computer Engineering Chair, Grand Valley State University

If you ask me, I consider valuable experience over good paycheck. Once you have gained that experience the paycheck will follow. As soon as you are out of college, the knowledge gained is very fresh and raring to go. If put into the right place can enhance your technical skills and you can do wonders.
As a Computer Engineering professor, I would say the job opportunities are tremendous for students out of college as they can venture into hardware field (technical support, hardware engineer, test engineer and much more) as well as software field (software engineer, software developer, software tester and much more). The possibilities are endless.
With COVID and employees working remotely there is still ample opportunity to enhance your technical and interpersonal skills as I believe remote working might stay for a while till things get back to normal.

What soft skills should all senior help desk specialists possess?

Robert Vinaja Ph.D.

Assistant Professor of Computer Information Systems, Texas A&M University San Antonio

-Ability to work as part of a team.

-Attention to detail.

-Problem-solving and analytical skills.

Do you want to know more?

List of senior help desk specialist skills to add to your resume

The most important skills for a senior help desk specialist resume and required skills for a senior help desk specialist to have include:

Help-Desk Support
Technical Support
Desk Support
Troubleshoot
Network Troubleshooting
Phone Calls
Help Desk
Computer System
VPN
User Accounts
Network Printers
Customer Service
SharePoint
Remedy
Network Connectivity

Customer Support
Workstations
DOD
Problem Resolution
Technical Assistance
Microsoft Windows
Mac
PCS
Lan
Technical Issues
Software Issues
Trouble Tickets
Citrix
Technical Problems
Database

Connectivity Issues
TCP/IP
Phone Support
Network Issues
Remote Desktop
Application Support
Windows XP
Computer Equipment
DNS
Remote Support
Technical Troubleshooting
Network Support
Symantec Ghost
Lotus Notes

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

Browse computer and mathematical jobs