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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 IT support, including troubleshooting Windows and Mac systems, mobile devices, and printers. Proficient in using ServiceNow for documentation and incident management while delivering advanced customer service and training to end users.
Highest-signal resume keywords
Windows SupportMac OS X SupportServiceNow DocumentationCustomer Service DeliveryTechnical Writing
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT SupportTroubleshootingNetwork ConnectivityMalware RemovalDesktop Operating SystemsProductivity ApplicationsEndpoint Equipment ProvisioningSoftware TroubleshootingServer Administration ToolsIncident Ticketing Systems
Soft Skills
Communication SkillsDetail OrientedTeam CollaborationPresentation SkillsAbility to Balance Priorities
Tools & Technologies
ServiceNowMS Office SuiteTeleconferencing EquipmentSmart DevicesPrinters
Certifications & Qualifications
High School DiplomaAssociate's Degree in IT Related Field
Industry Keywords
End User SupportIT TechnicianTechnical SupportExecutive SupportTroubleshooting Approaches
Tech Stack
Tools & technologiesiOSServiceNow
About the role
Key responsibilities & impact- Provide Tier 1 and Tier 2 IT support to employees remotely and onsite
- Diagnose and resolve intermediate IT issues
- Guide employees and provide one-on-one training as needed
- Resolve issues involving Windows PCs, authentication, Macs, mobile devices, and malware removal
- Provision and replace computers, printers, smart devices, and other endpoint equipment
- Document work in ServiceNow using detailed KCS methodology
- Work directly with IT vendors to resolve issues
- Recommend improvements to troubleshooting approaches and request processes
- Identify and escalate issues based on observed trends
- Serve as the first point of contact for executives and handle executive end-user computing requests
- Recommend IT services to executives
- Configure executives' laptops, desktops, mobile devices, video, and teleconferencing equipment
- Diagnose and resolve executive device, network connectivity, printing, and application issues
Requirements
What you’ll need- High school diploma or equivalent required
- Associate's degree in IT related field preferred
- 3-5 years of experience with Mac and PC computers, phone, and printer troubleshooting
- 5 years of experience with Windows, Mac OS X, iOS, ServiceNow, MS Office suite, and server administration tools
- 3 years experience required working as an I.T. Technician providing end user support required
- 3-5 years experience required performing basic software and network troubleshooting
- Technical writing skills for "how to" instructions
- 2-5 years of experience providing phone and desk side support
- Ability to work on a team in a fast-paced environment, balancing multiple priorities
- Detail oriented
- Knowledgeable of new technologies
- Proficient in desktop operating systems and productivity applications
- Superb communication and presentation skills
- Advanced customer service delivery in varied environments
- Proficient in documenting processes and workflows
- Familiarity with incident ticketing systems
- Able to maintain confidentiality
Benefits
Comp & perks- Bonus
- Equity
- Medical coverage
- Dental coverage
- Vision coverage
- Disability insurance
- Health savings account
- Flexible spending accounts
- Tuition reimbursement
- 401k match of 100% on up to 5% of eligible pay
- Fertility assistance
- Childcare assistance
- 12 weeks of parental leave at full pay after six months of continuous employment
- Employee assistance program
- Fitness discounts
- Wellness reimbursement
- On-site gym access (certain locations)
- Monthly wellness newsletter
- 120 hours of paid time off
- 11 holidays
- Paid volunteer time off