IT Support Technician: resume screening criteria template
Great IT support technicians solve problems methodically and communicate technical concepts to non-technical users without frustration. Look for resumes that show specific troubleshooting wins (reduced ticket resolution time by X%, maintained Y% first-call resolution rate), familiarity with your actual tech stack (Windows 10/11, Microsoft 365, specific ticketing systems like Zendesk or Freshdesk), and evidence they've supported real end-users, not just maintained servers. The best candidates mention metrics around user satisfaction, ticket volume handled, or system uptime they maintained.
The biggest screening mistake is hiring someone with certifications but zero proof they've actually helped frustrated users under pressure. A resume listing CompTIA A+ and Network+ means nothing if they've never worked a help desk or documented how they reduced repeat tickets. The second mistake is ignoring communication skills: if their resume is filled with jargon and acronyms without explaining impact, they'll confuse your team instead of helping them. You need someone who can explain why Outlook isn't syncing to someone who doesn't know what a server is.
One click loads this rubric and an editable job-post draft into SiftFirst: adjust them to your reality, add the resumes, and every applicant is scored with quoted evidence.
The criteria (6)
Hands-on help desk experience with volume metrics
weight 10/10You need someone who has actually worked a help desk or internal IT support role, handling real user issues under time pressure. Look for specific numbers: tickets closed per day/week, average resolution time, first-call resolution percentage, or user satisfaction scores. Experience supporting 20-200 users is ideal for most small businesses. Avoid candidates whose only IT experience is personal projects or managing their own systems.
Strong evidence: "Resolved 40-60 help desk tickets weekly with 92% first-call resolution rate", "Supported 150 end-users across 3 office locations", "Maintained average ticket resolution time of 4 hours", "Achieved 4.8/5 user satisfaction rating over 12 months", "Reduced ticket backlog from 80 to under 10 within first quarter"
Red flag: No mention of ticket volume, resolution metrics, or number of users supported. Resume only lists personal IT projects, freelance computer repair, or IT tasks that were a small part of another job (like "handled office IT" while being an office manager). No experience with a formal ticketing system.
Relevant technical skills with your actual tools
weight 9/10Match their listed technical skills against what you actually use. If you run Windows and Microsoft 365, their Mac and Google Workspace experience matters less. Look for specific versions (Windows 10/11, not just "Windows"), named software ("Microsoft 365 admin center" not just "email"), and evidence they've actually used these tools to solve problems, not just installed them once. Certifications are a minor bonus, not a requirement.
Strong evidence: "Administered Microsoft 365 accounts, including Exchange Online mailbox management and Teams troubleshooting", "Deployed and configured Windows 10/11 workstations using [specific tool/process]", "Troubleshot VPN connectivity issues for remote workers using [Cisco AnyConnect/GlobalProtect/etc]", "Managed Active Directory user accounts and group policies", mentions specific antivirus, backup, or security tools you use
Red flag: Only lists generic skills ("Microsoft Office", "computer repair") without versions or context. Heavy focus on skills you don't use (Linux server administration when you're a Windows shop, coding languages when you need desktop support). Lists every technology acronym they've heard of without depth.
Ticketing system experience and documentation habits
weight 8/10A ticketing system keeps requests organized and creates accountability. You need someone who has actually used one (Zendesk, Freshdesk, Jira Service Desk, ServiceNow, even simpler tools like Spiceworks) and understands why documentation matters. Look for evidence they tracked their work, updated tickets with progress, or built a knowledge base. This separates organized technicians from chaotic ones who rely on memory and sticky notes.
Strong evidence: "Managed 200+ tickets monthly in Zendesk, maintaining detailed notes and resolution steps", "Created 30+ knowledge base articles for common issues, reducing repeat tickets by 25%", "Maintained 95% ticket update SLA", "Tracked all hardware inventory and support history in [system]", "Used [ticketing tool] to prioritize urgent requests and communicate status to users"
Red flag: No mention of any ticketing system or help desk software. Resume suggests they handled requests via email, Slack, or verbal walk-ups without formal tracking. No evidence of documentation or knowledge sharing. Claims to have worked IT support but never names the system they used to manage requests.
User communication and customer service mindset
weight 8/10Technical skills mean nothing if they make users feel stupid or can't explain solutions clearly. Look for evidence of customer service: satisfaction scores, praise from non-technical colleagues, experience training users, or examples of translating tech-speak. Previous retail, hospitality, or customer-facing roles can be a positive signal. Red flags include resumes written in impenetrable jargon or a tone that suggests impatience with beginners.
Strong evidence: "Conducted one-on-one training sessions for new software rollouts", "Maintained 95% positive feedback score from end-users", "Recognized as 'most helpful' support tech in employee survey", "Created user-friendly guides for common tasks", mentions experience in customer service, teaching, or training roles, resume itself is clearly written and jargon-free
Red flag: Resume is full of unexplained acronyms and technical jargon that would confuse a non-technical reader. No mention of users, customers, or communication. Describes technology but never describes helping people. Previous roles were all solo or backend work with no user interaction. Complaints in references about poor bedside manner (if you check).
Troubleshooting methodology and problem-solving examples
weight 7/10Anyone can restart a computer. You need someone who can diagnose root causes, think systematically, and solve problems that don't have obvious answers. Look for specific examples of tricky issues they resolved, process improvements they made, or how they reduced recurring problems. Phrases like "identified that..." or "discovered the issue was..." show analytical thinking. Avoid candidates who only list tasks without showing they actually solved anything.
Strong evidence: "Diagnosed intermittent network drops caused by failing switch, preventing future outages", "Identified software conflict causing crashes for 12 users, coordinating patch deployment", "Reduced printer issues by 40% by implementing weekly maintenance checks", "Solved recurring email sync problem by reconfiguring Exchange settings", describes a multi-step troubleshooting process or a non-obvious solution
Red flag: Resume only lists routine tasks ("installed software", "reset passwords", "replaced hardware") without any problem-solving examples. No mention of diagnosing issues, just performing standard procedures. Can't point to a time they solved something difficult or prevented a bigger problem. Everything sounds scripted or checklist-based.
Basic networking and infrastructure understanding
weight 6/10You don't need a network engineer, but your IT support person should understand enough to know whether a problem is the user's device, the network, or something upstream. Look for experience with Wi-Fi troubleshooting, VPN setup, printer connectivity, basic router/switch concepts, or working with an ISP or MSP on connectivity issues. They should know when to escalate versus when to fix it themselves.
Strong evidence: "Troubleshot Wi-Fi connectivity issues using [tools/approach], resolving 90% without escalation", "Configured VPN access for 50+ remote employees", "Worked with ISP to diagnose and resolve recurring internet outages", "Set up and maintained network printers across 3 floors", "Diagnosed issues as local vs network-related before escalating to MSP", mentions specific networking tools (ping, traceroute, ipconfig/ifconfig)
Red flag: No mention of networking, Wi-Fi, VPN, or internet connectivity in any capacity. Experience is purely desktop-focused (software installation, password resets) with no infrastructure exposure. Doesn't distinguish between device issues and network issues. Would escalate every connectivity problem without attempting basic diagnosis.
How to use this template
- Adjust the weights to your reality: every business weighs these differently.
- Score every applicant against the same criteria, and write down the evidence (a quoted line from the resume) behind each score, not a gut feeling.
- Rank by the weighted total and review the top 10-15 in full. Consistent criteria plus recorded evidence is also what makes your process defensible.
Or skip the spreadsheet: the button above loads this rubric into SiftFirst, which scores the whole pile for you with a quote behind every score. Free, no signup.
FAQ
Should I require certifications like CompTIA A+ or Network+?
No. Certifications prove someone studied, not that they can actually help your frustrated sales manager when Outlook won't send emails. Use them as a tiebreaker between two otherwise equal candidates, but prioritize hands-on help desk experience with measurable results. A candidate with two years of real support work and strong user feedback beats a newly certified person with no practical experience. If you do value certs, ask them to describe a real situation where they applied what they learned, not just that they passed the test.
This person has great technical skills but their resume is a mess and hard to read. Does that matter?
Yes, it's a massive red flag. If they can't communicate clearly in writing on their own resume, they won't write clear ticket updates or create understandable documentation for your team. A disorganized, jargon-heavy resume predicts disorganized, jargon-heavy communication with users. You'll spend time translating their explanations and cleaning up confusion they create. Find someone who can be both technical and clear. This is a customer-facing role even though the customers are internal.
Can I hire someone with only remote help desk experience for an onsite role, or vice versa?
Remote-to-onsite is easier than onsite-to-remote. Someone who solved problems remotely (using remote desktop tools, clear written instructions, patience) will adapt fine to in-person support. Going the other direction is riskier: someone who only did onsite walk-up support may lack the discipline to document thoroughly, use ticketing systems properly, or troubleshoot without physically touching the device. If you're hiring for onsite work, remote experience is actually a plus because it proves they can solve problems without standing over someone's shoulder. Just confirm they're comfortable with in-person interaction and your commute expectations.