IT Support Specialist Resume Example

Also called Help Desk Technician, IT Technician, Desktop Support.

IT support is a service job with technical skills. Managers look for ticket volume, how quickly and how well you resolved problems, the systems you administer, and signs that people were glad to have you help them.

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What this example does well

  • Ticket volume, first-contact resolution and satisfaction are the three figures help desk managers report, and all three are given.
  • The knowledge base bullet shows he reduces future work instead of only closing tickets.
  • Systems are named precisely, including the device management tool.

Updated

Jordan Ellis

IT Support Specialist

Summary

IT support specialist with four years of experience supporting 350 staff in an office and remote environment. Resolves about 30 tickets a day with a 96% satisfaction score, manages accounts in Microsoft 365 and Active Directory, and sets up every new hire's laptop. CompTIA A+ and Network+ certified.

Experience

IT Support SpecialistScioto Engineering GroupColumbus, Ohio

Oct 2022 – Present

  • Resolve about 30 tickets a day for 350 employees, 82% at first contact, with a satisfaction score of 96%.
  • Administer user accounts, groups and licenses in Microsoft 365, Entra ID and Active Directory.
  • Image and deploy laptops through Intune, cutting new-hire setup from half a day to 45 minutes.
  • Wrote 60 knowledge base articles that reduced repeat password and VPN tickets by a third.

Help Desk TechnicianBuckeye Community CollegeColumbus, Ohio

Sep 2020 – Sep 2022

  • Answered phone, email and walk-up requests from 9,000 students and staff.
  • Maintained 14 computer labs, including imaging, printers and projectors.
  • Escalated network and server issues with clear notes, so the next technician did not have to start again.

Education

Associate of Applied Science in Information TechnologyColumbus State Community CollegeColumbus, Ohio

2018 – 2020

Skills

  • Windows and macOS
  • Microsoft 365 administration
  • Active Directory and Entra ID
  • Intune device management
  • Networking basics
  • VPN and remote support
  • Ticketing (ServiceNow)
  • Hardware repair

Certifications

  • CompTIA Network+ — CompTIA, 2022
  • CompTIA A+ — CompTIA, 2020
An example: Jordan Ellis is not a real person, and the details show the kind of thing to write rather than a real career. Shown in the Horizon template. Words that postings for this job often use are marked in yellow.

How do you write a summary for an IT support specialist resume?

Two to four lines at the top that say what you do, for how long, and what you are best at. Here is one for each stage of a career.

  • Entry level

    CompTIA A+ certified technician looking for a first help desk role. Built and repaired PCs for friends and a local charity, and completed a course in Windows, networking and Microsoft 365. Patient with people who are frustrated by their computers and clear when explaining fixes.

  • Experienced

    IT support specialist with four years of experience on a busy service desk. Resolves hardware, software and account issues for 300 users, manages Microsoft 365 and Active Directory, and documents fixes for the team.

  • Senior

    IT support team lead with nine years of experience. Manages a service desk of six supporting 1,200 users across four sites, introduced device management and self-service password reset, and keeps first-contact resolution above 80%.

How to write a resume summary, with more examples

What are good bullet points for an IT support specialist resume?

Each starts with a verb and says what was done. Change the details and numbers to your own; a number you cannot explain in an interview is worse than none.

  1. Resolved 25 to 30 support tickets a day by phone, chat and in person.

  2. Fixed 80% of issues at first contact and kept a satisfaction rating above 95%.

  3. Created and removed user accounts and managed permissions in Active Directory and Microsoft 365.

  4. Set up laptops, phones and accounts for new employees before their first day.

  5. Deployed software and updates to 400 devices through Intune.

  6. Diagnosed network problems including Wi-Fi, VPN and DNS issues.

  7. Replaced failed drives, memory, screens and batteries in laptops and desktops.

  8. Wrote step-by-step guides that let users fix common problems themselves.

  9. Escalated complex issues to engineers with complete notes and logs.

  10. Managed an inventory of 600 devices and their warranties.

Which skills should an IT support specialist put on a resume?

Pick the ones the job posting asks for and that you can back up with an example from your work.

Hard skills

  • Windows, macOS and mobile device support
  • Microsoft 365 and Google Workspace administration
  • Active Directory and Entra ID
  • Device management (Intune, Jamf)
  • Networking (TCP/IP, DNS, DHCP, VPN)
  • Ticketing systems (ServiceNow, Zendesk, Jira Service Management)
  • Hardware troubleshooting and repair
  • Remote support tools
  • Basic scripting (PowerShell)

Soft skills

  • Patience
  • Explaining without jargon
  • Listening
  • Prioritizing under pressure
  • Following through

Licenses and certifications

  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft 365 Certified: Fundamentals
  • ITIL 4 Foundation

Which keywords belong on an IT support specialist resume?

The words recruiters and applicant tracking systems search for.

  • tickets
  • Microsoft 365
  • Active Directory
  • Intune
  • first contact
  • satisfaction
  • laptops
  • knowledge base
  • VPN
  • user accounts

Use the ones that are true for you, written the way the posting writes them, and put each where it shows something you did. A list of keywords with nothing behind it helps nobody. To keep them readable by software, choose an ATS-friendly template, and read how applicant tracking systems read a resume.

What numbers should an IT support resume include?

The ones your ticketing system already reports: tickets per day, first-contact resolution, time to resolve and satisfaction. Add the number of users and sites you supported so the reader can judge the scale.

Then include one improvement you made, such as a guide that cut repeat tickets or a setup process you shortened. It shows you think beyond the next call.

How do you get an IT support job without experience?

Show that you already fix things. List computers you have built or repaired, a home network you set up, or volunteering for a school, charity or family business. Give each the same treatment as a job.

A CompTIA A+ certificate is the most common entry requirement in postings. Put it near the top, followed by any customer service work, since that is half the job.

What do technology employers look for in a resume?

  • Tie each tool to something you did with it. A skills list of twenty languages says little; a bullet that names the service you built in one of them says a lot.
  • Say what changed because of your work: a faster page, fewer incidents, a report that people now use every week.
  • Match the words in the job posting. If it says Kubernetes, write Kubernetes and not only "container orchestration", because screening software and tired recruiters both search for the exact word.

All technology resume examples

Questions about an IT support specialist resume

Should customer service jobs go on an IT support resume?

Yes. Retail, hospitality and call center work prove you can deal with frustrated people, which hiring managers value as much as technical skill.

Which certifications matter most?

CompTIA A+ for entry roles, then Network+ or a Microsoft certification. ITIL Foundation helps in larger organizations.

Do I list every system I have touched?

List the ones you could support on your own tomorrow. Group them by type so the section stays short.

How long should an IT support resume be?

One page.

Make this IT support specialist resume yours.

Start from the example, swap in your own jobs and numbers, and switch to any template without retyping a word.

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