IT Support Specialist Resume Example
An entry-level IT support specialist in Minneapolis, a little over four years in, who moved from a tier 1 phone desk at a managed service provider to desk-side tier 2 support for a manufacturer.
A fictional resume written by our team. The person, employers and numbers are invented; the tools, licenses and schools are real.
Why it works
- 1
“Tier 2 IT support specialist for a 700-user manufacturer across 3 plants and an office. Close about 50 tickets a week in ServiceNow at 71% first-contact resolution and 4.8 of 5 CSAT. CompTIA A+ and Network+.”
Tier, environment size, ticket system and three numbers the help desk already tracks. An IT manager can place this person in seconds.
- 2
“Imaged and deployed 260 laptops with Intune Autopilot in a 2025 refresh, finishing 3 weeks ahead of plan”
A project with a count, the tool and the schedule result. Refreshes are routine, so finishing early is the part worth saying.
- 3
“Wrote 34 knowledge base articles that cut password, VPN and printer tickets by 38% over two quarters”
Work that reduced future tickets, with a measured result. It shows thinking past the next ticket in the queue.
- 4
“Built a PowerShell script that sets up AD accounts, licenses and groups for new hires, from 45 minutes to 10”
Turns 'Active Directory' and 'PowerShell' from skill words into something built and timed.
- 5
“Answered about 35 calls a day for 18 small-business clients on a tier 1 desk, escalating 12% to tier 2”
Volume, client count and an escalation rate, which is the tier 1 version of a quality score.
How it scored
We ran this example through the same free roast you can use, three times, and kept the middle result. The roast ranks a resume against a typical applicant pile and grades hard: even a resume with a number in nearly every bullet usually lands in the B range.
Copy the text
Use it as a skeleton, then replace every line with your own work. A copied bullet with someone else's numbers is the fastest way to fail an interview question.
Devon Szabo IT Support Specialist, Tier 2 Desktop Support Minneapolis, MN | devon.szabo@example.com SUMMARY Tier 2 IT support specialist for a 700-user manufacturer across 3 plants and an office. Close about 50 tickets a week in ServiceNow at 71% first-contact resolution and 4.8 of 5 CSAT. CompTIA A+ and Network+. EXPERIENCE IT Support Specialist II, Mill City Components | Jan 2024 - Present - Support 700 users on Windows 11 and macOS, plus plant floor tablets, label printers and 40 shared kiosks - Imaged and deployed 260 laptops with Intune Autopilot in a 2025 refresh, finishing 3 weeks ahead of plan - Wrote 34 knowledge base articles that cut password, VPN and printer tickets by 38% over two quarters - Built a PowerShell script that sets up AD accounts, licenses and groups for new hires, from 45 minutes to 10 - Take second-shift on-call one week a month for the 3 plants Help Desk Technician, Lakewater IT Services | Jun 2022 - Dec 2023 - Answered about 35 calls a day for 18 small-business clients on a tier 1 desk, escalating 12% to tier 2 - Reset MFA and passwords in Entra ID and Okta, and set up about 25 Microsoft 365 mailboxes a month - Met the 4-hour response SLA on 97% of tier 1 tickets in 2023 EDUCATION AND CREDENTIALS CompTIA A+, 2022, CompTIA Network+, 2024 Microsoft 365 Certified: Endpoint Administrator Associate, 2025 A.A.S. Information Technology, Minneapolis College, 2022 SKILLS ServiceNow, Active Directory, Entra ID, Microsoft Intune, Windows 11 and macOS, PowerShell, Okta, DNS and DHCP basics
How does yours compare?
Paste or upload your own IT support specialist resume and get the same grade, buzzword score and line-by-line notes. Free, no account, deleted within 24 hours.