IT support specialist resume example

What recruiters look for

• The systems you support: Windows, macOS, Microsoft 365 or Google Workspace, Active Directory, MDM tools. Name them in your bullets.
• Service metrics: tickets per week, first-contact resolution, satisfaction scores, response times. Numbers show you work at a real pace.
• Documentation habits: knowledge-base articles and clear escalation notes mark you as someone who reduces work for the whole team.
• Calm with people: support is customer service. A satisfaction score or a line about training others says it better than “people skills”.
• A path upward: a certification in progress, scripting or a networking project shows you are growing toward systems or security work.

Writing the summary

Say how many people you support, in what environment, and what you are best at. Mention your strongest certification. Keep it to two or three sentences; the ticket numbers belong in the bullets.

Bullet points that work

Strong lines for this role, beyond the ones in the example. Borrow the shape and put in your own numbers.

• Cut average ticket resolution time from 26 to 14 hours by reorganizing queues and adding canned responses for the 20 most common requests.
• Automated new-hire account setup with a PowerShell script, reducing onboarding work from 45 minutes to 5 per person.
• Supported 250 remote employees through a VPN migration with zero lost workdays, running 12 drop-in help sessions.
• Maintained a 95% SLA compliance rate on priority 1 and 2 incidents over 18 months.
• Rolled out multi-factor authentication to 900 accounts in three weeks, with step-by-step guides that kept related tickets under 40.
• Tracked and recovered 75 unreturned laptops worth about $60,000 by building an asset register in Snipe-IT.
• Set up and documented 30 meeting rooms with Teams Rooms hardware, cutting meeting-start problems reported to the desk by half.
• Escalated network issues with packet captures and clear reproduction steps, which the network team cited as cutting their diagnosis time.
• Mentored three new technicians, who reached full ticket load in four weeks instead of the usual eight.

Skills to list

Certifications and licenses worth listing

• CompTIA A+: the standard entry certification; many job ads ask for it by name.
• CompTIA Network+: shows you can troubleshoot beyond the desktop.
• Microsoft 365 Certified: Modern Desktop / Endpoint Administrator Associate: useful if the employer runs Microsoft 365 and Intune.
• ITIL 4 Foundation: valued by larger service desks that follow ITIL processes.
• CompTIA Security+: the next step if you want to move toward security.

Length and format

One page. List your most recent support role first with four or five bullets, then earlier roles with two or three. A two-column layout keeps certifications and the long list of systems visible in the sidebar without pushing your experience down.

Common mistakes

• Listing duties (“answered tickets”, “helped users”) instead of volume, speed and results.
• A skills list of every program you have ever opened. Keep to the systems you could support tomorrow.
• Hiding certifications at the bottom of page two. For IT support, they are a screening filter.
• Leaving out the size of the environment. Supporting 40 users and 4,000 users are different jobs.
• Technical jargon with no outcome: “configured GPOs” means less than “standardized 300 PCs with Group Policy, cutting setup time by half”.