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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting hardware and software issues while providing exceptional customer service. Proficient in managing ticketing systems and maintaining equipment inventory to support end-user needs effectively.
Highest-signal resume keywords
Hardware TroubleshootingSoftware TroubleshootingNetwork SupportTicketing System ManagementCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Desktop SupportComputer HardwareSoftware Application InstallationVPN Access SupportEquipment Inventory Management
Soft Skills
Excellent Communication SkillsInterpersonal SkillsTeam CollaborationJudgment and Decision-MakingCoordination Skills
Tools & Technologies
Ticketing SystemCorporate NetworkWireless Applications
Industry Keywords
Customer ServiceTechnical SupportOffice EnvironmentRMA Processing
About the role
Key responsibilities & impact- Support one of Astreya’s key clients
- Troubleshoot and fix desktop/computer hardware and software issues while delivering customer service to end users
- Apply company policies and procedures to resolve a variety of issues
- Follow standard operating, ticketing procedures, and work instructions to image, update, and resolve computer and software application issues for new and existing employees
- Maintain equipment inventory, including processing RMAs and ordering new equipment
- Maintain physical presence at designated service locations and times for employees to pick up computers or receive delivery
- Monitor, update, and maintain tickets in a defined ticketing system
- Respond to tickets, contact users, and plan workload
- Update, track, and escalate tickets to appropriate levels/groups for resolution
- Sign off on closed tickets with users and follow up with end users
- Provide routine software and hardware troubleshooting support
- Support access to corporate network/wireless and applications on the network and over VPN
- Perform other duties as required
Requirements
What you’ll need- Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience
- Builds productive internal and external working relationships
- Exercises judgment within defined procedures and practices to determine appropriate action
- Ability to work independently with minimal supervision
- Excellent coordination skills and a team player
- Ability to identify issues and escalate as needed
- Excellent written and oral communication skills
- Strong interpersonal and customer service skills
- Knowledgeable about hardware, software, and network troubleshooting
- Understanding of software application use and installation
- Ability to resolve technical issues under pressure
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing
- Must have the ability to move from place to place within an office environment
- Must be able to use a computer
- Must have the ability to communicate effectively
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers