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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 1 and Tier 2 support for end-user incidents and service requests, with a strong focus on troubleshooting desktop and workstation issues, managing support tickets, and ensuring effective communication in a secure environment.
Highest-signal resume keywords
Active TS/SCI ClearanceTier 1 And Tier 2 SupportDesktop And Workstation TroubleshootingTicketing Systems ExperienceCustomer 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 SupportOperating System SupportEndpoint SupportTroubleshootingIncident DocumentationService Request FulfillmentNetwork Connectivity IssuesPassword ResetsAccess ManagementPeripheral Support
Soft Skills
Communication SkillsProblem-Solving SkillsFollow-Through Skills
Tools & Technologies
Support ToolsCollaboration PlatformsMicrosoft Office ApplicationsTicketing Systems
Certifications & Qualifications
Active TS/SCI Clearance
Industry Keywords
End-User SupportService DeskHelp DeskEnterprise EnvironmentEscalation Workflows
Tech Stack
Tools & technologiesTypeScript
About the role
Key responsibilities & impact- Provide Tier 1 and Tier 2 support for end-user incidents, service requests, and general inquiries using the customer’s existing support tools and processes
- Create, document, update, and manage support tickets throughout the incident and request lifecycle
- Troubleshoot desktop, laptop, workstation, endpoint, operating system, application, peripheral, account, access, and basic network connectivity issues
- Support Microsoft Office applications, email, collaboration platforms, and customer-specific business applications
- Assist users with password resets, account lockouts, shared drive access, and other access-related issues within approved procedures
- Provide clear and professional communications to end users, including ticket status updates, resolution steps, and escalation expectations
- Perform basic network triage, issue isolation, and escalation coordination for network-related user issues
- Route complex network, security, unified communications, and infrastructure issues to appropriate Tier 3 Operations and Engineering support teams
- Deliver responsive support for VIP users and priority incidents in accordance with customer service expectations
- Follow established security, documentation, escalation, and operational procedures in a classified or secure environment
Requirements
What you’ll need- Active TS/SCI clearance required at time of hire
- Experience providing Tier 1 and/or Tier 2 service desk, help desk, desktop support, or end-user support in an enterprise environment
- Working knowledge of desktop and workstation troubleshooting, operating system support, endpoint support, and common productivity applications
- Experience with ticketing systems, incident documentation, service request fulfillment, and escalation workflows
- Ability to troubleshoot account, access, password, shared drive, peripheral, and basic connectivity issues
- Strong customer service, communication, problem-solving, and follow-through skills
- Ability to follow established processes, maintain accurate documentation, and operate effectively in a secure customer environment
Benefits
Comp & perks- Annual bonus target subject to terms and conditions of plan
- Benefits package (details provided at https://cdw.benefit-info.com/)