IT Help Desk Support Specialist

DIAMOND SMITH

Columbus, GA 706-***-**** ***************@*****.***

Professional Summary

Customer-focused professional with hands-on help desk experience and a background supporting patients and end users in fast-paced environments. Skilled in customer service, problem-solving, technical troubleshooting, data documentation, privacy compliance, and end-user support. Experienced in communicating clearly, resolving concerns, and providing professional assistance while managing multiple priorities.

Professional Experience

Help Desk / IT Support

Midwest South October 2023 – Present

● Troubleshoot software, system access, login, and basic technical issues for end users

● Provide application support and guide users through technical solutions

● Assist with password resets, account access, and common system issues

● Document technical problems, resolutions, and recurring user concerns

● Escalate complex issues and communicate technical information clearly to users Certified Nursing Assistant (CNA)

Synergy Medical Staffing August 2020 – Present

● Use electronic healthcare systems to accurately document patient information and care activities

● Maintain confidentiality of sensitive information in accordance with HIPAA requirements

● Follow established procedures while working within highly regulated healthcare environments

● Identify and communicate documentation, workflow, and patient-care concerns to appropriate team members

● Demonstrate accuracy, organization, problem-solving, and attention to detail in high-pressure settings

Education

Associate’s Degree in Information Technology

Strayer University September 2025

Bachelor’s Degree in Information Technology— In Progress Strayer University Expected December 2027

Relevant Coursework: Networking Fundamentals • Cybersecurity Fundamentals • Digital Forensics • Operating Systems • Information Systems • Technical Support Technical Skills

Windows 10/11 • Microsoft Office • Hardware & Software Troubleshooting • Basic Networking • TCP/IP

• Active Directory Concepts • Ticketing Systems • Remote Support • EHR Systems • Data Documentation

• HIPAA & Data Privacy • Cybersecurity Fundamentals • Access Control

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