Technical Support Specialist Resume examples & templates
Copyable Technical Support Specialist Resume examples
Caught between solving the same printer issue for the fifth time today and figuring out why the CEO's laptop keeps freezing during presentations? You're not alone. Technical Support Specialists often juggle the frustrating paradox of being both undervalued during normal operations and desperately needed during crises. In a recent CompTIA survey, 72% of support specialists reported that explaining technical concepts to non-technical users was their biggest daily challenge—more stressful than actually solving the problems themselves! Meanwhile, the field is transforming rapidly as remote support tools, AI-powered diagnostics, and self-service portals reshape how we deliver technical assistance.
The good news? This evolution means tech support is becoming less about repetitive ticket-clearing and more about relationship-building and strategic problem-solving. Companies that previously viewed support as a cost center now recognize it as a retention tool and competitive advantage. For those ready to adapt, the path forward offers exciting possibilities—from specializing in cybersecurity support to developing automation solutions that make everyone's lives easier (including your own).
Junior Technical Support Specialist Resume Example
Ethan Reeves
ethan.reeves92@gmail.com | (419) 578-3621 | linkedin.com/in/ethanreeves92 | Columbus, OH
Technical Support Specialist with 1+ year helping customers troubleshoot software and hardware issues. Quick learner with strong problem-solving abilities and excellent communication skills. Looking to grow
my technical expertise while delivering friendly, patient support to users of all technical backgrounds.
Experience
Technical Support Specialist – TechNova Solutions, Columbus, OH
February 2023 – Present
- Respond to 30+ daily tickets through help desk system, resolving 87% of issues without escalation
- Troubleshoot software, hardware, and network issues for company’s SaaS platform across Windows and Mac environments
- Document common issues and solutions in knowledge base, creating 14 new articles that reduced repeat tickets by 23%
- Assist with onboarding new customers by walking them through platform features and answering technical questions
- Collaborate with development team to identify and report bugs (helped identify 3 critical bugs in latest release)
IT Support Intern – Midwest Financial Group, Columbus, OH
May 2022 – January 2023
- Provided first-level technical support to 75+ employees, resolving basic hardware and software issues
- Set up workstations for new hires, including configuration of computers, phones, and peripherals
- Maintained inventory of IT equipment and assisted with asset tracking
- Helped migrate 50+ users to new email system with minimal disruption
Customer Service Representative (Part-time) – Campus Tech Store, Ohio State University
September 2020 – May 2022
- Assisted students and faculty with technology purchases and basic troubleshooting
- Processed returns and exchanges while maintaining high customer satisfaction
- Organized weekly tech workshops for students (average attendance: 12 students per session)
Education
Associate of Applied Science in Computer Information Systems
Columbus State Community College – Graduated December 2021
GPA: 3.7/4.0
Certifications
CompTIA A+ – Obtained March 2022
Microsoft 365 Certified: Fundamentals – Obtained August 2022
ITIL Foundation – In progress (expected completion September 2023)
Skills
- Technical Troubleshooting (Windows, macOS, basic networking)
- Help Desk Software (Zendesk, Freshdesk)
- Remote Support Tools (TeamViewer, AnyDesk)
- Basic Network Diagnostics
- Microsoft Office 365 Administration
- Customer Service & Communication
- Knowledge Base Management
- Basic SQL Queries
- Hardware Installation & Configuration
- Active Directory (basic user management)
Mid-level Technical Support Specialist Resume Example
Marcus Daniels
mdaniels83@gmail.com | (612) 555-4781 | Minneapolis, MN 55403
linkedin.com/in/marcusdaniels | github.com/mdaniels-tech
Resourceful Technical Support Specialist with 5+ years of experience resolving complex software and hardware issues across various platforms. Known for reducing ticket resolution times by 31% through process improvements and documentation enhancements. Particularly strong at translating technical concepts for non-technical users while maintaining a 98% customer satisfaction rating.
PROFESSIONAL EXPERIENCE
Senior Technical Support Specialist | TechStream Solutions | Minneapolis, MN | March 2021 – Present
- Manage tier 2 support tickets for enterprise-level clients, maintaining a 93% first-contact resolution rate while handling 40+ tickets daily
- Created comprehensive troubleshooting guides that decreased average resolution time from 47 minutes to 32 minutes
- Lead weekly knowledge-sharing sessions for junior support staff, improving team performance metrics by 26% over 8 months
- Spearheaded migration from legacy ticketing system to ServiceNow, designing custom workflows that saved the team roughly 12 hours weekly
- Collaborate with development team to identify and document recurring bugs, contributing to 17 critical fixes in the last update cycle
Technical Support Specialist | Nexus IT Services | St. Paul, MN | June 2018 – February 2021
- Provided tier 1 and 2 technical support for 200+ clients across Windows, macOS, and Linux environments
- Resolved an average of 35 tickets daily while maintaining a customer satisfaction score of 4.8/5
- Developed and maintained internal knowledge base articles, reducing repeat tickets by 24%
- Set up and configured network equipment including routers, switches, and VoIP phones for small business clients
- Trained 3 new support specialists on company procedures and troubleshooting methodologies
Help Desk Technician | minneTech, Inc. | Minneapolis, MN | August 2017 – May 2018
- Answered incoming support calls and emails, logging issues in ticketing system and escalating as needed
- Performed basic troubleshooting for Windows workstations and common software applications
- Assisted with office relocations, including setup of workstations and peripheral devices
- Created step-by-step guides for frequent user issues, which became part of the company’s standard knowledge base
EDUCATION & CERTIFICATIONS
Bachelor of Science, Information Technology | University of Minnesota | 2017
CompTIA A+ | Certification ID: COMP001234 | 2017 CompTIA Network+ | Certification ID: COMP005678 | 2018
Microsoft Certified: Azure Fundamentals | 2020
ITIL Foundation Certificate | 2021
TECHNICAL SKILLS
- Operating Systems: Windows (7/10/11), macOS, Linux (Ubuntu/CentOS)
- Ticketing Systems: ServiceNow, Zendesk, Jira Service Desk
- Remote Support Tools: TeamViewer, LogMeIn, Remote Desktop
- Networking: TCP/IP, DNS, DHCP, VPN configuration
- Hardware Troubleshooting: PC components, printers, mobile devices
- Scripting/Programming: PowerShell, Bash, basic Python
- Virtualization: VMware, Hyper-V, basic AWS/Azure knowledge
- Communication: Technical documentation, knowledge base creation
ADDITIONAL INFORMATION
Volunteer IT Support – Twin Cities Tech for Schools (2019-Present)
Languages: English (native), Spanish (conversational)
Senior / Experienced Technical Support Specialist Resume Example
Marcus Bailey
Portland, OR | (503) 412-9087 | mbailey.tech@gmail.com | linkedin.com/in/marcusbailey
Senior Technical Support Specialist with 9+ years of troubleshooting complex technical issues across diverse platforms. Known for reducing ticket resolution times by 31% through process improvements and mentoring junior staff. Consistently maintain 95% customer satisfaction ratings while managing 150+ weekly support tickets. Looking to leverage deep technical expertise and leadership skills in a Senior Support Engineer role.
PROFESSIONAL EXPERIENCE
NorthStar Technologies – Portland, OR
Senior Technical Support Specialist
June 2019 – Present
- Lead a team of 7 technical support agents handling tier 2 & 3 support issues for enterprise SaaS platform serving 12,000+ users
- Developed and implemented a knowledge base system that decreased repeat tickets by 47% and improved first-contact resolution rate to 73%
- Created and delivered technical training programs for new support specialists, reducing onboarding time from 6 weeks to 23 days
- Collaborate with engineering team to identify, document, and resolve critical bugs before they impact larger customer base
- Introduced ticket prioritization system that improved response times for VIP customers by 68% while maintaining service levels for standard accounts
TechWave Solutions – Seattle, WA
Technical Support Specialist II
March 2016 – May 2019
- Provided remote and on-site technical support for network infrastructure and hardware for 200+ small business clients
- Maintained 92% first-call resolution rate while handling 40+ daily support requests
- Spearheaded migration of 76 clients from legacy systems to cloud-based services with zero downtime
- Recognized as “Support MVP” for 3 consecutive quarters (2018) for exceptional customer feedback and problem-solving abilities
CompuServe Inc. – Beaverton, OR
Technical Support Representative
January 2014 – February 2016
- Resolved hardware, software, and connectivity issues for consumer-level products via phone and email support
- Diagnosed and troubleshot Windows OS, macOS, and Linux operating system issues
- Created over 25 technical documentation articles for internal knowledge base
- Promoted from entry-level to Level II support within 9 months due to technical aptitude
EDUCATION & CERTIFICATIONS
Bachelor of Science, Information Technology
Oregon State University – 2013
Certifications:
- CompTIA A+ (2014, renewed 2020)
- Microsoft Certified: Azure Fundamentals (2021)
- ITIL Foundation Certificate (2018)
- Cisco Certified Network Associate (CCNA) (2017)
TECHNICAL SKILLS
- Operating Systems: Windows (7/8/10/11), macOS, Linux (Ubuntu, CentOS)
- Networking: TCP/IP, VPN, DNS, DHCP, LAN/WAN troubleshooting
- Remote Support Tools: TeamViewer, LogMeIn, Remote Desktop
- Ticketing Systems: Zendesk, ServiceNow, JIRA Service Desk
- Virtualization: VMware, Hyper-V
- Cloud Platforms: AWS, Azure, Google Cloud (basic)
- Scripting: PowerShell, Bash (intermediate), Python (basic)
- Hardware Diagnostics & Troubleshooting
- VoIP Systems & Troubleshooting
ADDITIONAL INFORMATION
Volunteer technical advisor for Portland Community College’s IT Career Day (2019-2022)
Contributor to Tech Support Forum (4,300+ posts, “Trusted Advisor” status)
Fluent in English and conversational Spanish
How to Write a Technical Support Specialist Resume
Introduction
Landing a good Technical Support Specialist job means competing with dozens (sometimes hundreds) of other applicants. Your resume isn't just a formality—it's your ticket to the interview. I've reviewed thousands of tech support resumes over my 15+ years in recruiting and career coaching, and I've noticed that the ones that get callbacks share certain qualities. They showcase technical skills while also highlighting customer service abilities and problem-solving talents. Let's break down exactly how to create a resume that makes hiring managers take notice.
Resume Structure and Format
Keep your resume clean and scannable. Tech managers are typically busy people who make quick decisions about which candidates move forward.
- Stick to 1-2 pages (1 page for less than 5 years experience, 2 pages max otherwise)
- Use a clean, professional font like Calibri, Arial, or Georgia in 10-12pt size
- Include plenty of white space—cramped resumes are hard to read
- Use consistent formatting for dates, job titles, and section headers
- Save your file as a PDF unless specifically asked for a .doc format (PDFs maintain formatting)
- Name your file professionally: FirstName_LastName_TechSupport.pdf
Profile/Summary Section
Your profile should be brief (3-5 lines) but pack a punch. This is where you highlight your technical support expertise and special qualifications. Don't just say you're "passionate about technology"—be specific!
TIP: Write your summary last. It's much easier to summarize your experience after you've already documented your work history, skills, and accomplishments.
A strong summary might look something like: "Technical Support Specialist with 4+ years resolving 40+ daily tickets in SaaS environments.
Reduced average resolution time by 37% through implementation of new troubleshooting protocols. CompTIA A+ certified with extensive knowledge of Windows/Mac OS environments and remote support tools."
Professional Experience
This is the meat of your resume. For each position, include:
- Company name, location, and dates of employment
- Your job title
- 3-6 bullet points highlighting achievements (not just duties)
- Metrics that demonstrate your impact (ticket resolution rates, customer satisfaction scores, etc.)
Instead of "Provided technical support to customers," try something like: "Resolved avg. 42 tickets daily with 98.3% first-call resolution rate, exceeding team average by 14%."
Education and Certifications
Tech support roles often value certifications as much as (or more than) formal education. List relevant certifications first, then your educational background.
- CompTIA A+, Network+, Security+
- Microsoft certifications (MCP, MCSA, etc.)
- ITIL certifications
- HDI certifications
- Apple certifications (for Mac-heavy environments)
For education, list your degree, institution, and graduation year. If you're still in school, write "Expected graduation: [month, year]".
Keywords and ATS Tips
Most companies use Applicant Tracking Systems (ATS) to filter resumes before a human ever sees them. To get past this digital gatekeeper:
- Include keywords from the job posting (software names, technologies, skills)
- Avoid tables, headers/footers, and text boxes that ATS systems struggle to read
- Don't try to "hack" the system by hiding keywords in white text—you'll get caught!
- Use standard section headings (Experience, Education, Skills) rather than creative alternatives
Industry-specific Terms
Sprinkle these throughout your resume to signal that you know the field:
- Ticket management systems (Zendesk, ServiceNow, JIRA Service Desk)
- Remote support tools (TeamViewer, LogMeIn, Remote Desktop)
- Technical terminology (TCP/IP, DNS, DHCP, VPN)
- Methodologies (ITIL, KCS, knowledge base management)
- Metrics (SLA, MTTR, first-call resolution rate)
Common Mistakes to Avoid
I see these errors constantly in tech support resumes:
- Too much focus on duties, not enough on achievements
- Listing every technology you've ever touched (focus on relevant ones)
- Typos and grammatical errors (ironic for a role that requires attention to detail!)
- Outdated contact info or unprofessional email addresses
- Including obvious skills like "Microsoft Word" or "email" (unless the job posting specifically requests them)
Before/After Example
Before: "Helped users with computer problems and answered phones."
After: "Provided tier 2 technical support for 200+ users across 3 office locations, troubleshooting hardware, software, and network issues while maintaining 96% customer satisfaction rating."
The difference? Specificity, scope, and results. That's what gets interviews.
Related Resume Examples
Soft skills for your Technical Support Specialist resume
- Empathetic problem-solving – able to understand user frustration while maintaining focus on technical solutions
- Clear communication across technical knowledge gaps (explaining complex issues to non-technical stakeholders)
- Team mentorship of junior support staff while handling escalated tickets
- Stress management during system outages and high-volume periods
- Multi-channel communication proficiency (phone, chat, email, documentation)
- Active listening to identify underlying issues beyond what’s initially reported
Hard skills for your Technical Support Specialist resume
- ITIL v4 Foundation certified with experience implementing incident and problem management processes
- Proficient in ServiceNow (admin-level), ZenDesk, and Jira Service Management for ticket handling and escalation
- Network troubleshooting using Wireshark, ping, traceroute, and nslookup
- 5+ years experience in Windows Server administration (2016/2019) and Active Directory management
- Remote desktop support using TeamViewer, LogMeIn, and Microsoft Remote Assistance
- SQL query writing for database troubleshooting and report generation
- Experience with SalesForce CRM configuration and troubleshooting
- Virtual machine management in VMware vSphere and Microsoft Hyper-V environments
- PowerShell scripting for automation of routine support tasks