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IT Help Desk – Triage Agent
Corvia Consulting. Serve as the first point of contact for incoming IT support requests through email, phone, chat, or ticketing systems .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, including troubleshooting hardware, software, and network issues while maintaining clear communication with users. Proficient in managing support tickets and adhering to established IT procedures and security guidelines.
Highest-signal resume keywords
IT Help Desk ExperienceTroubleshooting Hardware IssuesTicketing Systems FamiliarityStrong Communication SkillsProblem-Solving Abilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportComputer Hardware UnderstandingSoftware InstallationOperating Systems KnowledgeNetworking ConceptsTroubleshooting ProceduresDocumentation SkillsAccount Access AssistancePassword ResetsTicket Management
Soft Skills
Organizational AbilitiesTime ManagementAttention to DetailPatienceProfessionalism
Tools & Technologies
Remote Support ToolsTicketing Systems
Industry Keywords
IT SupportCustomer ServiceTechnical IssuesEscalation ProceduresSupport Protocols
About the role
Key responsibilities & impact- Serve as the first point of contact for incoming IT support requests through email, phone, chat, or ticketing systems
- Receive, review, and document technical issues, ensuring all relevant information is captured
- Perform initial troubleshooting for common hardware, software, network, and access-related issues
- Evaluate and prioritize support tickets based on urgency, impact, and severity
- Identify issues that require escalation and route them to the appropriate IT personnel or department
- Monitor open support tickets and follow up to ensure timely resolution
- Assist users with password resets, account access, software installations, and basic system navigation
- Maintain accurate records of reported issues, troubleshooting steps, resolutions, and escalations
- Communicate technical information clearly and professionally to both technical and non-technical users
- Identify recurring technical issues and report patterns that may require further investigation
- Follow established IT procedures, security guidelines, and support protocols
Requirements
What you’ll need- Previous experience in IT help desk, technical support, customer service, or a similar role preferred
- Basic understanding of computer hardware, software, operating systems, and networking concepts
- Familiarity with ticketing systems, remote support tools, and troubleshooting procedures
- Strong written and verbal communication skills
- Excellent problem-solving, organizational, and time-management abilities
- Ability to prioritize multiple requests and work efficiently in a fast-paced environment
- Strong attention to detail and accurate documentation skills
- Ability to remain patient, professional, and helpful when assisting users with technical difficulties
Benefits
Comp & perks- Remote work arrangement