Resume example · IT Support Specialist

IT Support Specialist resume example.

IT Support Specialists keep the help desk moving, so recruiters scan for proof you can triage tickets, fix endpoints, and close incidents fast. This example shows how to put your CompTIA certs, ServiceNow or Jira ticketing experience, and Active Directory work where an ATS and a hiring manager will see them first. Lead with resolution metrics and the exact tools from the job posting, not a vague summary of duties.

// example resume

A worked example for a fictional candidate. Copy the structure, not the details. Swap in your own real experience.

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Zara Williams
IT Support Specialist | CompTIA A+ | ServiceNow & Active Directory
[email protected] · (555) 571-9016 · Nashville, TN · linkedin.com/in/zara-williams
Summary

IT Support Specialist with 4 years resolving Tier 1 and Tier 2 incidents for 800-plus users across Windows and macOS endpoints. CompTIA A+ and Network+ certified, fluent in ServiceNow ticketing, Active Directory administration, and Microsoft 365 endpoint support. Closes tickets within SLA and documents fixes so recurring issues drop.

Experience
IT Support Specialist2023 - Present
Meridian Health Systems
  • Resolved 45-plus daily incidents across ServiceNow queues, holding a 96 percent first-contact resolution rate and meeting SLA on 98 percent of priority tickets
  • Administered Active Directory and Microsoft 365 accounts for 800 users, automating onboarding and offboarding workflows that cut provisioning time from 2 days to 4 hours
  • Deployed and imaged 200-plus Windows laptops using Microsoft Intune, standardizing endpoint configuration and patch compliance to 99 percent
  • Built a 30-article knowledge base in Confluence that reduced repeat password and VPN tickets by 35 percent
Help Desk Technician2022 - 2023
Brightway Financial Group
  • Triaged 30-plus daily tickets in Jira Service Management, escalating network and server issues with full diagnostic notes that cut Tier 2 rework by 25 percent
  • Troubleshot hardware, printer, and connectivity problems on-site and through TeamViewer remote sessions for 350 staff across three offices
  • Configured VPN, MFA, and Group Policy settings, reducing access-related tickets by 20 percent over six months
Skills

ServiceNow · Jira Service Management · Active Directory · Microsoft 365 administration · Microsoft Intune · Windows 10/11 · macOS support · Group Policy · Hardware troubleshooting · Network troubleshooting (DNS, DHCP, TCP/IP) · Remote support (TeamViewer, RDP) · VPN and MFA configuration · Imaging and deployment · Incident and ticket management · Technical documentation

Education
Associate of Applied Science in Information Technology, Columbus State Community College
Certifications
  • CompTIA A+ (CompTIA)
  • CompTIA Network+ (CompTIA)
  • Microsoft 365 Certified: Endpoint Administrator Associate (Microsoft, exam MD-102)
  • ITIL 4 Foundation (PeopleCert)
Tailor this to a real jobCheck your resume against a posting

Keywords ATS systems scan for

Use the ones that are genuinely true for you, in your own words. Mirror the exact phrasing from the job posting where it matches.

Active DirectoryServiceNowMicrosoft 365ticketing systemsincident managementtroubleshootinghelp deskCompTIA A+IntuneWindowsremote supportendpoint management

How to make this resume stronger

Specific to it support specialist roles, not generic advice.

  • Lead with resolution metrics

    Hiring managers want proof you clear queues without breaking SLA. Put numbers like first-contact resolution rate, daily ticket volume, and average handle time in your top bullets instead of saying you handled tickets.

  • Name the exact ticketing and admin tools

    An ATS matches on specific platforms, so write ServiceNow, Jira Service Management, Active Directory, and Microsoft 365 by name. If the posting lists Zendesk or SCCM and you have used them, mirror that wording rather than using a generic phrase like ticketing software.

  • Put certifications near the top

    Many IT support postings require or prefer CompTIA A+, so list certs in a dedicated section high on the page with the issuing body. Recruiters often filter for A+, Network+, or ITIL 4 before reading a single bullet.

Common mistakes to avoid

  • Listing duties like provided technical support without the ticket volume, resolution rate, or user count that show your actual scale
  • Writing tools generically (ticketing system, directory service) instead of the named platforms an ATS and recruiter search for, such as ServiceNow and Active Directory
  • Inventing or inflating certifications. Only list credentials you hold, with the correct issuer, since IT employers verify CompTIA and Microsoft certs directly
  • Burying CompTIA A+ or Network+ inside a paragraph instead of a clear certifications section, where keyword filters look for them

IT Support Specialist resume FAQ

What certifications should an IT Support Specialist put on a resume?

CompTIA A+ is the most widely requested entry-level certification for IT support and is issued by CompTIA. Strong follow-ons include CompTIA Network+ and Security+ (also CompTIA), the Microsoft 365 Certified: Endpoint Administrator Associate (Microsoft, earned through exam MD-102), and ITIL 4 Foundation (PeopleCert). List each with the issuing body, and only include certifications you actually hold, since employers verify them.

What ATS keywords matter most for an IT support resume?

Match the job posting, but the terms that appear in most IT support descriptions are Active Directory, ServiceNow or Jira Service Management, Microsoft 365, ticketing systems, incident management, troubleshooting, help desk, remote support, Intune, and Windows. Use the exact tool names rather than generic phrases so keyword filters register them.

How do you show experience without a long IT job history?

Quantify the support work you have done. Include daily ticket volume, first-contact resolution rate, number of users or endpoints you supported, and SLA compliance. Pair those numbers with the specific systems you used, such as Active Directory provisioning or imaging laptops with Intune, so a hiring manager sees real scope even from a help desk or internship role.

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Last reviewed June 14, 2026.