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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, including Microsoft Office 365, Windows 10/11, and SCCM, while adhering to ITIL best practices. Capable of managing incidents and requests efficiently, ensuring high-quality service delivery and effective communication with users.
Highest-signal resume keywords
Microsoft Office 365 SupportWindows 10/11 SupportITIL v3/4 Foundation AccreditationServiceNow Ticketing SystemDesktop Encryption (BitLocker)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SCCM AdministrationWindows PowerShellVBScript KnowledgeSoftware/Application PackagingAzure AD ManagementIntune ExperiencePatch ManagementVirus Definition UpdatesAsset ManagementRemote Support Tools
Soft Skills
Strong Communication SkillsProactive Problem-SolvingCustomer Service OrientationCuriosity and Learner's MindsetAbility to Interact Effectively
Tools & Technologies
ServiceNowJAMFMacOSService TrackEUC Support Environment
Certifications & Qualifications
CompTIA AccreditationMicrosoft Accreditation
Industry Keywords
IT Support EnvironmentITSM Best PracticesIncident ManagementService DeskEnd-User Computing
Tech Stack
Tools & technologiesAzureITSMJamfMacOSServiceNow
About the role
Key responsibilities & impact- Provide a local onsite IT support presence for coworkers
- Resolve high volumes of incidents, requests, and queries through the SSP and inbound support channels
- Review workloads and priorities to complete assigned tasks promptly and to a high standard
- Administer the EUC support environment and deliver services against agreed SLAs and KPIs
- Perform basic administration and maintenance of the client’s SCCM end-user computing management service
- Raise and update walk-up and other tickets in ServiceNow according to ITSM best practice
- Maintain asset inventories and associated ServiceNow records
- Escalate tickets to resolver teams when necessary
- Keep coworkers updated throughout the ticket lifecycle
- Follow ITIL Service Management best practices, policies, procedures, and guidelines
- Work with 3rd Tier resolver teams to resolve complex technical issues
- Document fixes in knowledge-base articles and develop the internal Knowledgebase
- Deploy current virus definition updates and ensure anti-virus policies are followed
- Process hardware requests and order desktops and laptops through Service Track
- Ensure correct images and applications are installed and complete asset-management tasks
- Perform patch management for end-user devices
- Support assigned project work from the IT Support Manager
Requirements
What you’ll need- Microsoft Office 365 support experience
- Remote support experience and familiarity with remote support tools
- Windows 10/11 support experience
- Desktop Encryption (BitLocker)
- JAMF and MacOS experience
- Microsoft SCCM experience (desirable)
- Windows PowerShell and VBScript knowledge (desirable)
- Software/Application Packaging experience (desirable)
- Azure AD and Intune experience managing mobile devices (desirable)
- Previous experience working in an IT support environment
- Strong communication skills and ability to interact effectively with users at all levels
- Previous experience in a similar role is advantageous but not essential
- Familiarity with a Service Desk ticketing system
- Willingness to work on-site and cover other sites as/when necessary
- ITIL v3/4 Foundation accreditation (desirable)
- CompTIA accreditation (desirable)
- Microsoft accreditation (desirable)
- Curiosity, learner’s mindset, willingness to engage with evolving technology and tools, and readiness to explore, adapt, and grow with AI
- Excellent customer service, proactive problem-solving mindset, and can-do attitude
Benefits
Comp & perks- Supportive, collaborative coworker environment
- Learning and development through evolving technology and AI tools
- Opportunities to develop technical knowledge with 3rd Tier resolver teams
- Equal opportunity employment