IT SUPPORT TECHNICIAN SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Nov 06, 2025 - The Information Technology (IT) Support Technician delivers outstanding customer service while supporting operating systems, Microsoft 365, and deploying devices via Autopilot/Intune or similar tools. This role requires knowledge of Active Directory, SCCM/JAMF, ITIL, and Design Thinking, along with experience in project and change management. The technician also excels in communication, works independently or in teams, and manages tasks with precision and initiative.

Essential Hard and Soft Skills for a Standout IT Support Technician Resume
  • Technical Support
  • Ticket Management
  • Hardware Troubleshooting
  • Network Support
  • System Configuration
  • Software Installation
  • Remote Support
  • Active Directory
  • Asset Management
  • Device Deployment
  • Customer Service
  • Team Collaboration
  • Time Management
  • Problem Solving
  • Communication Skills
  • Process Improvement
  • Adaptability Skills
  • User Training
  • Issue Escalation
  • Documentation Skills

Summary of IT Support Technician Knowledge and Qualifications on Resume

1. BS in Information Technology with 3 years of Experience

  • ITIL Foundation V3 certified.
  • Experience working on IT projects.
  • Experience of working with third-party providers
  • Experience in a service desk role.
  • Excellent customer service skills
  • Excellent communication, interpersonal, teamwork working and task management skills.
  • Strong organisational skills, with an ability to manage priorities independently.
  • Highly proficient in IT skills in Word, Excel, and PowerPoint
  • Quick learning skills and a good technical aptitude/ability.
  • Ability to multitask and juggle priorities.
  • Ability to understand and reflect business priorities and reflect them in call management.
  • High level of quality focus, with an eye for detail and accuracy.
  • Confidence to deal professionally with staff of all levels in the organisation.

2. BS in Computer Science with 5 years of Experience

  • Experience with automation, system deployment, and protection strategies/tools
  • Experience with Microsoft Office 365 and Azure Active Directory environment
  • Experience with microservices and container-based tools (esp. Docker, Kubernetes)
  • Experience with and/or interest in the use of open source software solutions
  • Knowledge of and experience with different operating systems (Windows, Mac, and Linux)
  • Knowledge of and experience with general concepts/tasks/conditions of technical helpdesk and system administration in a heterogeneous environment
  • Knowledge of and experience with system management and inventory strategies/tools
  • Good communication skills in English
  • Highly organized, service-oriented mindset and structured working style
  • Ability to effectively communicate and collaborate with a broad range of personality types
  • Highly passionate, self-motivated, and driven

3. BS in Management Information Systems with 2 years of Experience

  • Experience working in IT support and/or IT Help Desk position, equivalent customer service and support experience may qualify.
  • Experience working in a fast-paced, deadline-driven environment with the ability to respond to urgent job responsibilities as they arise and be flexible when priorities redirect.
  • Excellent written and verbal communication skills.
  • Proficiency with Microsoft Word, Outlook, Excel, and PowerPoint, with skills to learn new computer programs and systems.
  • Excellent interpersonal skills, including tact and diplomacy, to collaborate, negotiate, and communicate effectively and professionally with cross-functional partners at all levels in the company.
  • Skills to read, understand, and follow through on verbal and written instructions.
  • Skills to plan, prioritize, and organize work with minimal supervision.
  • Ability to maintain confidentiality and exercise good judgment around sensitive information.
  • Ability to maintain a flexible schedule to meet the needs of the department.
  • Self-motivated, with the ability to work independently and in a collaborative, cross-functional team environment.

4. BS in Cybersecurity with 3 years of Experience

  • Formal experience in service desk practices (ticket logging and asset registers).
  • Experience in both direct on-site user support and remote user support.
  • Exposure to SharePoint and Teams administration.
  • Understanding of corporate IT security practices.
  • Good understanding of hardware troubleshooting and equipment setup.
  • Understanding of the principles in domain administration (AD and Group Policy) and corporate security.
  • Knowledge of PBX telephony systems, with a general understanding of call routing and configuration concepts.
  • Good understanding of networking concepts such as subnets, DHCP, routing, switches, and firewalls.
  • Good knowledge of MS Office 365 (including Exchange), both in application and administration.
  • Excellent customer-facing skills and ability to work under pressure to meet deadlines with strong attention to detail and accuracy.
  • Proficiency in Windows 10 and its support facets, including Windows Server.
  • Troubleshooting and basic maintenance of commercial office printers.
  • Excellent verbal and written communication skills.

5. BS in Network Engineering with 4 years of Experience

  • Experience providing excellent customer service
  • Experience supporting Operating Systems and the O365 Suite
  • Experience with Autopilot/Intune deployment experience or experience configuring, testing, and deploying machines using Autopilot/Intune or similar tools
  • Experience with project management, change management, and basic ITIL principles
  • Experience or training in Design Thinking
  • Knowledge of SCCM, JAMF, or other endpoint management tools
  • Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
  • Excellent interpersonal skills with both technical and non-technical personnel.
  • Ability to work equally well as part of a team or individually and effectively manage own workload
  • Highly self-motivated and directed with keen attention to detail

6. BS in Computer Engineering with 5 years of Experience

  • Experience in hardware and software support
  • Experience with Microsoft Server and Active Directory
  • Experience with TCP/IP-based networks
  • Knowledgeable on software installations
  • Support desk experience in IT or technical customer support services
  • Excellent verbal and written communication skills.
  • Proficiency in using Customer Relations Management Systems and Content Management Systems.
  • Proficiency with Microsoft Office Suite and various web technologies.
  • Strong troubleshooting and critical thinking skills
  • Ability to communicate with various audiences clearly and concisely.
  • Ability to work independently.
  • Ability to excel in a team-oriented, collaborative, and fast-paced environment.
  • Ability to build rapport easily with a diverse set of clients

7. BS in Software Engineering with 2 years of Experience

  • Previous and progressive technical support experience
  • Excellent communication, organization, interpersonal, and customer service skills
  • Exceptional face-to-face (in-person or virtual) and telephone customer-focused presence
  • Excellent (English) communication skills, both written and verbal
  • Strong troubleshooting and problem-solving skills, and the ability to remain calm under pressure
  • Positive attitude and drive to continuously learn, grow, and expand skills
  • Must be able to work in a team environment, as well as on their own, with minimal supervision
  • Must be analytical, logical, an excellent troubleshooter, and possess excellent communication skills and business acumen
  • Excellent customer relations and interpersonal skills
  • Excellent communication skills, both written and verbal
  • Enthusiastic and a 'can-do' attitude.

8. BS in Electronics Engineering with 4 years of Experience

  • Excellent customer service experience
  • Experience in a helpdesk ticketing environment in Service Now
  • Exposure to ITIL Policies and Procedures, specifically Incident, Request, Knowledge, and Problem Management.
  • Basic understanding of Networking and Voice technologies, and the ability to troubleshoot.
  • Ability to troubleshoot Laptop Hardware Issues.
  • Ability to work with vendors, including Laptops, Printers, Mobility, and Audio Visual.
  • Experience working with internal and external customers, technical experts, and professional staff
  • Excellent problem-solving skills
  • Excellent documentation skills
  • Ability to work independently and within a team environment.
  • Be able to prioritize and address multiple tasks and projects in a dynamic work environment.

9. BS in Systems Administration with 3 years of Experience

  • Technical support experience within a Microsoft Windows environment, directly supporting end users' day-to-day technical needs
  • Experience with the Active Directory, Exchange, Remote Support, Office 365, RingCentral, and Help Desk Ticketing Systems
  • Experience with desktop support best practices PC hardware repair and upgrades, and software installation/configuration
  • Strong communication and interpersonal skills
  • Strong customer service focus and proactive, energetic approach to IT support
  • Ability to apply problem-solving, troubleshooting, and sound judgment to scenarios to work through options and devise a solution
  • Ability to work across business, interacting with people effectively and appropriately
  • Ability to both follow instructions and work unsupervised
  • Ability to identify and implement improved ways of doing things
  • Ability to multitask, prioritise, and work to deadlines

10. BS in Data Science with 2 years of Experience

  • A+ CompTIA Certificate
  • Experience in working in an IT help-desk or support role within a medium to large-sized corporate IT infrastructure.
  • Experience using and troubleshooting Microsoft products (Windows 7/10, Office 365, Active Directory), hardware (computers, tablets, mobile phones), and networks (DNS, DHCP, VPN, Wi-Fi).
  • Excellent technical knowledge and troubleshooting skills focused on Microsoft products, computer hardware, mobile devices, and basic networking.
  • Effective written and verbal communication skills.
  • Ability to manage time efficiently and work efficiently, processing tickets.
  • Strong attention to detail, able to work autonomously or in a team.
  • Ability to build rapport with customers 
  • Ability to document standard work and cross-train
  • Be able to quickly adapt to fast-changing priorities and deadlines
  • Must be able to prioritize, execute, and make sound decisions in a high-pressure environment 

11. BS in Information Systems with 5 years of Experience

  • Experience with drive encryption (i.e., BitLocker, TrueCrypt, etc.)
  • Experience with AirWatch mobile device management
  • Experience with Sophos Endpoint Protection
  • Sophos and Credant drive encryption experience
  • Understanding of general business processes.
  • Effective written and verbal communication skills
  • Effective analytic/diagnostic skills
  • Ability to work independently and in cooperation with others
  • Ability to communicate technical concepts to a non-technical audience
  • Ability to work with virtual and in-person teams, and work under pressure or to a deadline

12. BS in Telecommunications with 4 years of Experience

  • Experience in IT Support or Service Delivery
  • Extensive experience in supporting a Microsoft environment
  • Demonstrated experience in computer networking fundamentals
  • Experience with O365, setting it up, and being involved with migration projects
  • Broad IT generalist experience across systems and networking
  • Experience working with ITSM tools
  • Understanding of the latest telecommunication technology
  • Excellent customer service skills and experience
  • Strong communication skills and the ability to work with a diverse range of stakeholders
  • Be able to assist with the physical aspect of the role.
  • Ability to work with cross-functional teams.
  • Ability to complete technical tasks.

13. BS in Digital Forensics with 2 years of Experience

  • Technical (IT) exposure in an operational environment.
  • Experience working in a team environment
  • Troubleshooting experience required with both Windows/Mac workstations
  • Previous experience in an ever-growing environment with a solid focus on customer service.
  • Excellent communication (written and verbal) skills for IT documentation
  • Must be able to troubleshoot basic networking issues
  • Must be able to work with Office 365 applications
  • Must be able to work with remote tools for remote troubleshooting support
  • Must be able to set up and configure printers
  • Ability to develop clear, concise documentation.

14. BS in Web Development with 3 years of Experience

  • IT support ticketing system experience
  • Experience in user administration and bug fixing in a client-server environment
  • Technical understanding of Microsoft desktop OS and Office applications
  • Experience in installing and configuring operating systems, networked and local printers, and business applications
  • Foundational knowledge in Basic Troubleshooting
  • Comprehensive knowledge of MS Windows 10
  • Excellent written/verbal communication
  • Ability to demonstrate flexibility and teamwork
  • Ability to use and maintain development tools such as Microsoft System Centre Manager, Microsoft Active Directory Services, etc
  • Be able to work with and respect personal or sensitive information and treat this data in confidence and accordance with the organisation's Data Protection policy
  • Be able to work in an organised and methodical manner

15. BS in Network Security with 5 years of Experience

  • Certifications such as MCP, A+, and HDI Support Center Specialist
  • Prior experience in providing workstation support
  • Increase efficiencies, technical ability, and interpersonal skills
  • Ability to work independently or as part of a team effectively.
  • Ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional client service
  • Sound written and verbal communication skills to effectively interface with all levels of Firm management, practitioners, clients, and other external business contacts
  • Strong analytical and organizational skills
  • Ability to interpret a variety of technical information with abstract and/or concrete variables
  • Ability to identify problems, recognize symptoms, causes, and alternative solutions
  • Ability to make timely, sound decisions
  • Ability to interpret documents such as safety rules, operations, and maintenance instructions, and procedure manuals

16. BS in Software Development with 2 years of Experience

  • COMPTIA A+ certification
  • Experienced understanding of computer operating systems
  • Basic knowledge of Windows and Mac desktops and the Microsoft Office suite
  • Skilled in utilizing and troubleshooting university systems
  • Possesses the flexibility to work in a fast-paced, dynamic environment
  • Demonstrates time management and priority-setting skills
  • Strong interpersonal, teaming, and problem-solving skills.
  • Ability to work effectively both independently and as a team
  • Strong organizational skills, attention to detail, and good communication
  • Ability to work flexible schedules, including nights, weekends, and holidays
  • Ability to work in other locations as the needs of the business dictate
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