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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing technical support for desktops, laptops, and peripherals, while adhering to IT service management protocols and maintaining accurate documentation. Capable of troubleshooting hardware and software issues, deploying devices, and ensuring effective communication with users.
Highest-signal resume keywords
CompTIA A+ CertificationITIL Foundation CertificationWindows 10/11 KnowledgeServiceNow ProficiencyAV/VC Systems Understanding
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Hardware IssuesDevice Imaging and DeploymentInventory TrackingBasic Linux KnowledgeMDM Concepts FamiliarityIP, DNS, DHCP UnderstandingAV Technology SetupTechnical Documentation AdherenceSCCM ExperienceCustomer Service Orientation
Soft Skills
Strong Verbal CommunicationActive ListeningEffective Time ManagementProblem-Solving SkillsCollaboration with Teams
Tools & Technologies
ITSM ToolsServiceNowJiraZoomWebexMeetJAMFMDTSCCMAV Systems
Certifications & Qualifications
CompTIA A+Network+ITIL FoundationAVIXA CTSApple Certified Support Professional
Industry Keywords
IT Service ManagementTechnical SupportAsset ManagementChange ManagementIncident Management
Tech Stack
Tools & technologiesAndroidDNSiOSITSMJamfLinuxMacOSServiceNow
About the role
Key responsibilities & impact- Respond to IT service tickets using documented procedures and supervision
- Assist with workstation setups and peripheral connections
- Perform basic AV checks and room readiness tasks
- Support imaging and deployments under direction
- Maintain accurate ticket documentation in ITSM tools such as ServiceNow
- Follow inventory handling, tagging, and tracking procedures
- Escalate unresolved issues appropriately
- Provide onsite and remote technical support for desktops, laptops, peripherals, and mobile devices
- Troubleshoot and resolve common hardware and software issues
- Deliver timely, customer-focused technical support
- Receive, document, prioritize, and close support requests in ITSM tools
- Assist with workstation deployments, device imaging, equipment setup, recovery, re-imaging, and e-waste processes
- Maintain and reconcile site inventory and asset records
- Support hardware shipping, receiving, and regular audits
- Check, troubleshoot, set up, and tear down AV and conference room technology
- Maintain documentation for resolutions, escalations, and asset updates
- Adhere to Astreya and client-specific protocols, including change and incident management
- Serve as an approachable onsite IT point of contact
- Communicate with users to understand issues and set service expectations
- Represent Astreya’s service commitment professionally
Requirements
What you’ll need- High School Diploma or GED
- CompTIA A+ and/or Network+, ITIL Foundation, AVIXA CTS, JAMF, Apple Certified Support Professional (ACSP), or MDM tools certifications/experience as applicable
- Knowledge of Windows 10/11, macOS, and basic Linux environments
- Ability to troubleshoot, repair, and deploy desktops, laptops, and peripherals
- Familiarity with iOS, Android, and basic MDM concepts
- Understanding of AV/VC systems including Zoom, Meet, and Webex
- Basic knowledge of IP, DNS, DHCP, and connectivity troubleshooting
- Proficiency with ITSM/ticketing platforms such as ServiceNow and Jira
- Ability to image and deploy devices using SCCM, JAMF, or MDT
- Experience with inventory and asset tracking tools
- Awareness of IT security best practices and safe equipment handling
- Ability to follow SOPs and technical documentation
- Strong verbal and written communication skills
- Excellent customer service orientation and active listening
- Effective time management and prioritization
- Strong problem-solving and analytical thinking
- Ability to collaborate with teammates and cross-functional teams
- Professionalism, reliability, and accountability
- Ability to regularly lift and carry up to 50 lbs (22 kg)
- Frequent standing, walking, bending, kneeling, crouching, and reaching
- Ability to work in tight or awkward spaces
- Manual dexterity to handle, install, or adjust components and cables
- Close vision and ability to focus on a computer screen for extended periods
- 100% onsite presence during working hours is mandatory
- Occasional local travel may be required
Benefits
Comp & perks- Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through UHC
- Nationwide Vision provided by UHC
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program provided by Goomi Group
- Employee Assistance Program
- Wellness Days
- 401k Plan
- Basic and Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
- Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law