IT Support Specialist resume example. Plus the keywords recruiters search for.
An IT support specialist resume that shows how many users you keep working, the systems you manage and the tickets you close — with the CompTIA, Microsoft 365 and ticketing keywords IT managers screen for.
Reviewed by Nazir Elmurodov · Updated
/ The example
IT Support Specialist resume example.
Tyler Henderson
IT Support Specialist
Columbus, OH · tyler.henderson@email.com · (614) 555-0127
Summary
IT support specialist with 5 years of technical support for offices of 100 to 450 people. I handle Tier 2 troubleshooting across Windows, macOS, networking and Microsoft 365, keep ticketing systems tidy and explain fixes in plain language — good customer service is half the job.
Experience
IT Support Specialist, Scioto Ridge Insurance Group · Mar 2023 – Present
- • Support 450 employees across 3 offices on Windows 11, macOS and Microsoft 365, resolving 92% of Tier 2 tickets without escalation
- • Manage users, groups and licenses in Active Directory and Microsoft Entra ID; automated new-hire account setup with PowerShell, cutting prep from 2 hours to 20 minutes
- • Enroll and patch 500+ laptops and phones in Microsoft Intune, raising patch compliance from 78% to 97%
- • Replaced switches and Wi-Fi access points in 2 branch offices over weekends, troubleshooting VPN and TCP/IP issues with no lost workdays
Desktop Support Technician, Granville Manufacturing Co. · Jun 2021 – Feb 2023
- • Closed 40–50 ServiceNow tickets a week for hardware, printer, VPN and software issues, with a 4.8/5 satisfaction score
- • Handled device imaging and deployment for 300 Windows laptops during a hardware refresh, finishing 2 weeks ahead of plan
- • Wrote 35 knowledge base articles that cut repeat password and VPN tickets by 25%
Education & certifications
A.A.S. Information Technology, Columbus State Community College, 2021 · CompTIA A+ · CompTIA Network+ · ITIL 4 Foundation
Skills
Windows 11 · macOS · Microsoft 365 · Active Directory · Microsoft Intune · ServiceNow · PowerShell · TCP/IP · VPN · Hardware troubleshooting
Tyler Henderson
IT Support Specialist
tyler.henderson@email.com · Columbus, OH
(614) 555-0127
Summary
IT support specialist with 5 years of technical support for offices of 100 to 450 people. I handle Tier 2 troubleshooting across Windows, macOS, networking and Microsoft 365, keep ticketing systems tidy and explain fixes in plain language — good customer service is half the job.
Experience
IT Support Specialist — Scioto Ridge Insurance Group
Mar 2023 – Present
• Support 450 employees across 3 offices on Windows 11, macOS and Microsoft 365, resolving 92% of Tier 2 tickets without escalation
• Manage users, groups and licenses in Active Directory and Microsoft Entra ID; automated new-hire account setup with PowerShell, cutting prep from 2 hours to 20 minutes
• Enroll and patch 500+ laptops and phones in Microsoft Intune, raising patch compliance from 78% to 97%
• Replaced switches and Wi-Fi access points in 2 branch offices over weekends, troubleshooting VPN and TCP/IP issues with no lost workdays
Desktop Support Technician — Granville Manufacturing Co.
Jun 2021 – Feb 2023
• Closed 40–50 ServiceNow tickets a week for hardware, printer, VPN and software issues, with a 4.8/5 satisfaction score
• Handled device imaging and deployment for 300 Windows laptops during a hardware refresh, finishing 2 weeks ahead of plan
• Wrote 35 knowledge base articles that cut repeat password and VPN tickets by 25%
Education
Columbus State Community College
A.A.S. Information Technology · 2021
Certifications
CompTIA A+
CompTIA Network+
ITIL 4 Foundation
Skills
Windows 11, macOS, Microsoft 365, Active Directory, Microsoft Intune, ServiceNow, PowerShell, TCP/IP, VPN, Hardware troubleshooting
Why it works
The first bullet gives the scale of the job — users, offices and how much gets fixed without escalation — and every system is named the way IT job posts name it. The CompTIA and ITIL certifications sit in plain text next to the degree, where a recruiter's search will find them.
Use this as your starting point
Opens in the editor with every section filled in. Swap in your own details and download a PDF or Word file free.
Start from this exampleSample resume. Names, companies and figures are illustrative.
/ Summary examples
Three summary examples. Pick the one closest to you.
Two or three lines: your level, your field and one result.
- Entry level
CompTIA A+ certified IT graduate with a year of part-time help desk work. Comfortable with Windows, Microsoft 365 and Active Directory password and account tasks, and patient with non-technical users.
- Mid level
IT support specialist with 5 years supporting offices of up to 450 people. I resolve 92% of Tier 2 tickets without escalation and automate the repetitive work with PowerShell.
- Senior
IT support lead who runs a team of 4 technicians for 1,200 users, owns device management in Intune and sets the service desk's SLAs and knowledge base standards.
More for other jobs and situations (no experience, career change, senior): resume summary examples.
/ Bullet points
Bullet point examples. From duty to result.
Turn duties into results: what you did, how, and what changed.
Resolution
Instead of: Fixed tickets
Write: Resolved 92% of Tier 2 tickets without escalation for 450 employees across 3 offices
Automation
Instead of: Used PowerShell
Write: Automated new-hire account setup with PowerShell, cutting prep from 2 hours to 20 minutes
Device management
Instead of: Managed laptops
Write: Raised patch compliance from 78% to 97% across 500+ devices enrolled in Microsoft Intune
Networking
Instead of: Did network work
Write: Replaced switches and Wi-Fi access points in 2 branch offices over weekends with no lost workdays
Deployment
Instead of: Set up new computers
Write: Imaged and deployed 300 Windows laptops in a hardware refresh, finishing 2 weeks ahead of plan
Knowledge base
Instead of: Wrote documentation
Write: Wrote 35 knowledge base articles that cut repeat password and VPN tickets by 25%
/ Keywords
Keywords and skills for IT support specialists.
These come up often in IT support specialist job posts. Include only the ones you can back up in an interview, and use the exact wording from the post you're applying to.
- Technical support
- Troubleshooting
- Windows
- macOS
- Microsoft 365
- Active Directory
- Microsoft Entra ID
- Microsoft Intune
- ServiceNow
- Ticketing systems
- PowerShell
- Networking
- TCP/IP
- VPN
- Device imaging
- CompTIA A+
- CompTIA Network+
- ITIL
- Customer service
/ ATS tips
ATS tips for IT support specialists.
Size your support load
Number of users, offices and devices tells a hiring manager what scale you can handle. Ticket volume and escalation rate show how well.
Name the platforms exactly
Write Microsoft Intune, Active Directory or Microsoft Entra ID (formerly Azure AD) and ServiceNow or Jira Service Management — job posts and recruiter searches use the product names.
Say which tier you work at
Tier 1, Tier 2 or desktop support are different jobs. Saying which one you do, and what you escalate, sets the right level.
Show one thing you automated
A PowerShell script, an onboarding checklist or a knowledge base article that reduced tickets shows you fix causes, not just symptoms.
List certifications by full name
Write "CompTIA A+" and "CompTIA Network+" rather than logos or abbreviations alone, and only list certifications you've actually earned.
How does your IT support specialist resume compare?
Free ATS score, missing keywords and fixes in about 10 seconds.
/ Questions
IT Support Specialist resume FAQ.
Writing the cover letter too? See Tyler's cover letter, annotated
What certifications help most for IT support jobs?
CompTIA A+ is the most common entry-level requirement; it takes two exams, Core 1 and Core 2. Network+ and Security+ are common next steps, and ITIL 4 Foundation helps at companies that run a formal service desk.
What's the difference between IT support and help desk on a resume?
Help desk roles usually mean Tier 1: answering calls and tickets, password resets and first-line fixes. IT support specialist roles often add Tier 2 work like device management, account administration and small network jobs. Use the title you actually held.
Should I list every piece of software I've supported?
No. Lead with the platforms the job post names and the ones you've administered, not just used. A long list of every app makes it harder to see what you know well.
How do I show soft skills on an IT support resume?
Through results: satisfaction scores, knowledge base articles that cut tickets, or training you gave users. A line like "excellent communicator" adds little on its own.
Do I need a degree for IT support?
Many IT support roles accept certifications and experience instead of a degree. If you have an associate degree or relevant coursework, list it; if not, put certifications and hands-on experience first.