IT Support Specialist Resume Sample
This IT support specialist resume sample shows how to present troubleshooting, ticketing, and customer service for help desk and desktop-support roles. Use it as a model, or have our team craft a professionally written IT support resume tailored to your target role.
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Marcus Johnson
IT Support Specialist
Charlotte, NC · m.johnson@email.com · (555) 512-8830 · linkedin.com/in/marcusjohnson
Professional Summary
IT Support Specialist with 5 years resolving hardware, software, and network issues for 800-plus users. Maintains a 96% first-contact resolution rate and a 4.8 out of 5 satisfaction score, and keeps ticket queues within SLA. Patient, methodical, and trusted to onboard new staff and their equipment.
Technical Skills
Windows and macOS · Active Directory and Microsoft 365 · Ticketing (ServiceNow, Zendesk) · Hardware and printer support · Networking basics (TCP/IP, DNS, VPN) · Remote support · Imaging and deployment
Professional Experience
IT Support Specialist, Piedmont Financial, Charlotte, NC 2021-Present
- Resolve 40-plus tickets a day for 800 users with a 96% first-contact resolution rate.
- Maintain a 4.8 out of 5 user-satisfaction score across quarterly surveys.
- Manage Active Directory and Microsoft 365 accounts, onboarding, and access.
- Built a knowledge-base of fixes that cut repeat tickets 20%.
Help Desk Technician, Queen City Tech, Charlotte, NC 2019-2021
- Handled tier-1 phone and email support and escalated complex issues with clear notes.
- Imaged and deployed laptops and set up new-hire equipment.
Education and Certifications
A.A.S., Information Technology, Central Piedmont Community College, 2019
CompTIA A+ · CompTIA Network+ · Microsoft 365 Fundamentals
An IT support resume is judged on troubleshooting skill, responsiveness, and customer service. The IT support specialist resume sample above leads with a results-focused summary and a clear skills band, because hiring systems and reviewers both scan for the platforms and tools, then for the service metrics you hit.
Quantify service and reliability. The strongest IT support resumes show tickets resolved, first-contact resolution rate, satisfaction scores, and SLA performance. Name your systems and ticketing tools, Active Directory, Microsoft 365, ServiceNow, because those exact terms are what recruiters search and the ATS matches.
Lead with certifications. Support roles value the CompTIA A+ and Network+, so put them near the top. A resume that pairs certifications with quantified support metrics and a patient, service-minded tone reads as a dependable specialist ready to help users on day one.
What a strong IT Support Specialist resume includes
Certifications lead
CompTIA A+ and Network+ belong near the top where employers screen first.
Quantify service
Tickets resolved, first-contact rate, and satisfaction prove real support impact.
Name the systems
Active Directory, Microsoft 365, and ServiceNow are keyword-matched by hiring systems.
Service mindset
A patient, methodical tone reassures employers you keep users productive.
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