ATS keywords for an it support officer resume
Many employers keep applications in an Applicant Tracking System (ATS), where recruiters search and sort them by the skills the role needs. Use these terms where they honestly describe your experience, so your resume is easy to find and easy to read:
Key skills to highlight
- ▸Diagnosing and resolving hardware and software issues
- ▸Supporting Windows and Microsoft 365
- ▸Managing accounts in Active Directory
- ▸Working tickets to SLAs
- ▸Clear support communication with users
Credentials Australian employers screen for
- ▸Relevant qualification or certifications (CompTIA, Microsoft, ITIL)
- ▸Experience with ticketing and remote support tools
- ▸Microsoft 365 and Active Directory proficiency
- ▸Right to work in Australia
Common mistakes to avoid
- ▸Listing technologies without the support context or resolution results.
- ▸No mention of ticketing, SLAs or the environments supported.
- ▸Using generic terms instead of the systems in the job ad.
- ▸A generic resume rather than matching the support level.
IT Support Officer CV example: before and after
One experience entry, written twice. The numbers are illustrative, the structure is what matters.
Before
IT Support Officer, 2022 to present. Provide IT support to staff across the business. Log jobs, troubleshoot hardware and software issues, set up new computers and escalate problems when required. Familiar with Windows, Office and networking.
It lists technologies with no support context, no ticket volumes and no SLA performance, so the ATS never matches the specific platforms and ticketing tools in the ad and the service desk lead cannot tell whether this is level 1 password resets or genuine level 2 desktop support.
After
IT Support Officer (Level 1 and Level 2) | ITIL 4 Foundation (cert no. XXXXXX) | Microsoft 365 Certified: Endpoint Administrator Associate | CompTIA A+
Managed service provider, supporting 14 client sites and approximately 900 end users | January 2022 to present | Full time, rostered service desk and site visits
- ▸Resolve 60 to 80 tickets a week across level 1 and level 2 queues, holding 92 per cent first contact resolution and 97 per cent SLA attainment on P3 and P4 incidents.
- ▸Troubleshooting across Windows 10 and 11 desktops and laptops, Microsoft 365 (Exchange Online, Teams, SharePoint and OneDrive), printers and VPN connectivity, both onsite and by remote support.
- ▸Account administration in Active Directory and Microsoft Entra ID: onboarding and offboarding, group and licence assignment, multi factor authentication enrolment and conditional access troubleshooting.
- ▸Build and deploy roughly 20 devices a month through Intune and Autopilot, including standard operating environment images, application packaging and asset register updates.
- ▸Work incidents and service requests to ITIL practice in ServiceNow, and wrote 30 knowledge base articles that cut repeat password and mailbox permission tickets by about a third.
Same helpdesk, real evidence. The rewrite states the support level and certifications up front, then attaches ticket volumes, SLA figures and the exact platforms supported, which is what both the keyword screen and the service desk lead are looking for.
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Frequently asked questions
Which systems should an IT support officer list?
Name the ones the job ad calls for, commonly Microsoft 365, Active Directory, and the ticketing tools used, since ATS matches on specific systems.
Do I need certifications for IT support?
They help, CompTIA, Microsoft and ITIL are common, but demonstrated troubleshooting and support experience often matter as much. Lead with both where you have them.
How do I show impact in an IT support role?
Use resolution rates, ticket volumes, SLA performance, or improvements you made to support processes. Specifics beat a tools list.
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