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Information Technology

IT Support Specialist Resume Example

An IT support specialist resume needs to pass ATS scans for ticketing systems and hardware/software keywords while proving fast resolution times and high customer satisfaction to hiring managers.

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IT Support Specialist Resume Sample

A complete, recruiter-approved example you can use as a starting point. Open it in the builder to edit every line.

JAMAL HARRIS

IT Support Specialist II

Atlanta, GA · j.harris@email.com · (555) 330-9142

Summary

IT support specialist with 5 years resolving 40+ daily tickets across hardware, network, and software issues while maintaining a 97% CSAT score. CompTIA A+ and Network+ certified with hands-on Active Directory and Office 365 administration experience.

Experience

IT Support Specialist II · Delta Air Lines

2021 - Present

  • Resolve 45+ tickets/day via ServiceNow with a 96% first-call resolution rate and 97% CSAT
  • Administer Active Directory for 1,200+ user accounts, cutting password-reset turnaround from 2 hours to 15 minutes
  • Wrote 10 PowerShell scripts automating routine software installs, saving the team ~12 hours/week

Help Desk Technician · Home Depot

2019 - 2021

  • Supported 800+ store employees on POS hardware and Windows 10 issues, maintaining 94% SLA compliance
  • Migrated 200 workstations to Office 365, completing rollout 2 weeks ahead of schedule

Education

A.S. Information Technology — Georgia State University · 2019

Skills

Active Directory, Windows Server, macOS, ServiceNow, Zendesk, Remote Desktop, PowerShell, Office 365, ITIL, Hardware Troubleshooting, VPN, CompTIA A+

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Must-Have Keywords for IT Support Specialist Resumes

These are the keywords ATS systems and recruiters search for. Include them naturally in your Skills, Summary, and Experience sections.

Help DeskActive DirectoryWindows ServermacOSServiceNowZendeskRemote DesktopTicketing SystemsHardware TroubleshootingNetwork TroubleshootingITILOffice 365

The Right Resume Structure for IT Support Specialist Roles

ATS systems parse your resume top to bottom. The order of your sections matters — here is the order that works best for IT Support Specialist applications:

  1. 1Contact Information
  2. 2Professional Summary
  3. 3Technical Skills
  4. 4Certifications
  5. 5Work Experience
  6. 6Education

ATS Optimization Tips for IT Support Specialist Resumes

  • Quantify ticket volume and resolution time: 'Resolved 45+ tickets/day with 96% first-call resolution'.
  • List every ticketing/helpdesk tool by exact name (ServiceNow, Zendesk, Jira) — ATS matches literal product names.
  • Highlight both hardware (laptops, printers, peripherals) and software (OS, Office 365, VPN) troubleshooting scope.
  • Feature certifications (CompTIA A+, Network+) prominently since many ATS filters screen on them.
  • Show customer-facing metrics like CSAT score or SLA compliance rate to prove soft-skill impact.
  • Include any scripting or automation (PowerShell) that reduced repetitive ticket volume.

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