IT Support Specialist Resume Example
Hiring managers for IT support roles want to see that you resolve problems quickly, keep users productive and explain fixes clearly to non-technical colleagues. This example shows how to turn tickets, devices and satisfaction scores into concrete achievements.
IT Support Specialist
jamal.carter@email.com · +1 (555) 509-2267 · linkedin.com/in/jamalcarter
IT support specialist with 4 years of experience supporting 700+ users in Windows, macOS and Microsoft 365 environments. Maintains a 97% satisfaction score, resolves 80% of tickets at first contact and cut repeat requests by 30% with a self-service knowledge base.
May 2022 – Present
- Resolve 60+ tickets per week in ServiceNow across hardware, software and access requests, with a 97% CSAT score
- Enrolled 650 laptops and phones in Intune and Autopilot, cutting new-hire setup time from 4 hours to 45 minutes
- Wrote 50 knowledge base articles that reduced repeat password and VPN tickets by 30%
Aug 2020 – Apr 2022
- Supported 2,000+ students and staff by phone, chat and walk-up, meeting the 4-hour SLA on 95% of tickets
- Imaged and deployed 300 lab computers before each semester with a 2-person team
- Managed Active Directory accounts and group permissions for 12 departments
Jacksonville, FL · Aug 2018 – May 2020
IT Support Specialist resume summary examples
CompTIA A+ certified IT support technician with 1 year of help desk experience on a college campus serving 2,000+ students and staff. Skilled in Windows troubleshooting, Active Directory account management and hardware setup, with a 96% customer satisfaction score.
IT support specialist with 4 years of experience supporting 600+ users across Windows, macOS and Microsoft 365. Achieved a 78% first-contact resolution rate and cut repeat tickets by 30% by publishing 50 self-service knowledge base articles.
Senior IT support lead with 9 years of experience running service desks for multi-site organizations of 2,500 employees. Supervises 6 technicians, rolled out Intune to 1,800 devices and brought average resolution time down from 9 hours to 3.
Best skills for a IT Support Specialist resume
Hard skills
Soft skills
IT Support Specialist resume FAQ
What should I put on an IT support resume with no experience?
Start with a CompTIA A+ or Google IT Support certificate, then show practical experience: building PCs, fixing devices for family or a club, volunteering at a school help desk, or a home lab with Active Directory. Customer service jobs count too, because calmly handling frustrated people is half of IT support.
Which metrics should an IT support specialist include?
The most useful are tickets resolved per week, first-contact resolution rate, average resolution time, SLA compliance and customer satisfaction (CSAT). Add the number of users and devices you support to show scale. If you lack exact figures, use reasonable estimates from your ticketing system rather than leaving the impact out.
Is IT support a good path into other IT careers?
Yes. Many system administrators, network engineers and cybersecurity analysts started on the help desk. On your resume, highlight tasks that point to your next step, such as PowerShell scripting, firewall changes or investigating phishing reports, and list the certifications you are working toward with an expected date.