IT Support Specialist CV Example
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IT support is a role measured in numbers: how many tickets you close, how fast, and how many are resolved on first contact. A CV that states those metrics immediately outperforms one that just lists operating systems.
Copy-ready professional summary
Copy it, then swap the numbers and details for your own.
IT support specialist with three years supporting users and maintaining hardware and networks. Close around 40 tickets a day with an 85% first-contact resolution rate and an average response time under 10 minutes. CompTIA A+ certified.
Skills employers look for
- Windows and macOS troubleshooting
- Active Directory and account management
- Ticketing systems — Jira Service Desk
- Core networking — TCP/IP, DNS, VPN
- Hardware and printer maintenance
- Communicating with non-technical users
Ready-made experience bullets
Replace anything in brackets with your own details, and keep the numbers — they're what sets your CV apart.
- Closed around 40 support tickets a day at an 85% first-contact resolution rate.
- Cut average response time from 25 minutes to under 10.
- Provisioned and configured 200+ machines for new joiners.
- Wrote an internal troubleshooting guide that reduced repeat tickets by 20%.
Education
Diploma or BSc in Information Technology — [institution], with CompTIA A+.
ATS keywords
Include these terms exactly as written — applicant tracking systems match on literal text.
- IT support
- troubleshooting
- Active Directory
- CompTIA A+
- ticketing system
- networking
Tips specific to this role
Metrics are the language of this role
Ticket volume, response time, first-contact resolution — every support manager knows these numbers and compares applicants on them directly.
Name the ticketing system
Jira, ServiceNow or Zendesk. Already knowing the system a company runs saves them a week of onboarding, and that counts.
Support is a communication job first
Say explicitly that you can explain fixes to non-technical users — it's what separates support that helps from support that makes things worse.
Licences and certificates employers ask for
Name in full any you hold, with the number where there is one — many postings screen on these.
- CompTIA A+ — the reference certification for support roles, and many postings name it directly.
- CompTIA Network+ — the next step, and it opens networking roles rather than support alone.
- Microsoft 365 Certified: Modern Desktop Administrator — highly practical, since most workplaces run Microsoft.
- ITIL Foundation — asked for in larger companies that run support in tiers against service targets.
- CCNA if you are heading toward networking — heavier than support requires, but it moves you up a band.
Mistakes specific to this role's CV
- Listing systems with no level. "Windows, Linux, Office" says nothing about what you can actually do with them.
- Omitting the size of the environment. Supporting 40 users is not supporting 900, and that number is the first thing a manager gauges you by.
- Not stating your support tier. Make clear whether you were first or second line — two different jobs under one title.
- Leaving out performance measures. Response time, first-contact resolution, tickets closed — a language a manager reads instantly.
- Writing "computer maintenance" with no detail. Name the tools: Active Directory, the ticketing system, backup tools, remote device management.
- Hiding the human side. Half of support is dealing with frustrated users, and saying so is a strength, not an admission.
Questions that come up in this role's interviews
Prepare an example from your own work for each — a generic answer is what every other applicant gives.
A user says the internet is down. Where do you start?
The most common question in the field, and it measures method rather than knowledge. Start by isolating: is it just them or everyone, wired or wireless, do other sites load. Work simplest to most complex.
How do you explain a technical problem to a non-technical user?
They are testing translation, not diagnosis. Give a real example where you explained something without jargon, and say what the outcome was — did they understand, did it recur.
What is the difference between first and second line support?
First line receives, resolves the common cases and documents; second line handles what needs elevated rights or deeper diagnosis. Say which you worked and what you escalated.
What is Active Directory, and what have you done in it?
Do not stop at the definition. Say what you actually performed: creating accounts, resetting passwords, groups and permissions, group policy.
How do you prioritise when five problems arrive at once?
They are measuring judgement: number of people affected first, then business impact of the outage, then service targets. Add that you tell whoever must wait, rather than leaving them in silence.
Where this job leads
IT support is the widest door into the field because it exposes you to everything: the network, the systems and the users. The path branches from here according to what draws you: systems administration, networking with a CCNA, cybersecurity, or IT service management with ITIL. What moves you is not years served but the next certification and a project you deliver outside the daily ticket queue.