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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 and technical troubleshooting, with a strong focus on customer service and effective communication. Proficient in managing support tickets, client configurations, and compliance with IT service management practices.
Highest-signal resume keywords
IT Support ExperienceTroubleshooting SkillsMicrosoft 365 ProficiencyNetworking Concepts KnowledgeHelpdesk Ticketing Systems Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows Operating SystemMacOS Operating SystemLinux Operating SystemTCP/IPDNSVPNHelpdesk SystemsTechnical SupportCustomer ServiceCloud Platforms
Soft Skills
Strong Communication SkillsTime ManagementTeam CollaborationCustomer Relationship BuildingIndependent Work
Tools & Technologies
ConnectWiseServiceNowZendeskJIRAOffice 365Microsoft AzureAWSGoogle Workspace
Certifications & Qualifications
CompTIA A+Network+MCSAMS-900
Industry Keywords
ITIL PracticesIT Service ManagementHelp Desk ProcessesComplianceTechnical Support
Tech Stack
Tools & technologiesAWSAzureCloudDNSITSMLinuxMacOSServiceNowTCP/IP
About the role
Key responsibilities & impact- Resolve support tickets from contract customers and assist with scheduling tickets for various team levels
- Work with engineers, technicians, and non-technical staff
- Provide troubleshooting, desktop support, networking, public cloud, and customer service within a 30-minute timeframe
- Support client configurations involving Microsoft platforms, especially Office 365, Microsoft 365, and Azure
- Engage with customers and build relationships with supported users
- Determine urgency and priority of incoming customer tickets
- Assess and assign tickets to appropriate engineers and assist with escalations
- Document tickets for escalation and documentation needs
- Make outbound calls and emails to schedule service appointments
- Update and improve Help Desk and Dispatch processes
- Maintain compliance with company policies and procedures
- Answer phone calls and triage issues
- Perform other duties as assigned
Requirements
What you’ll need- Bachelor’s degree in computer science, Information Technology, or related field (or equivalent work experience)
- 1+ years of experience in IT support, technical support, or a related role
- Proficiency with operating systems such as Windows, macOS, and Linux and standard software applications
- Strong understanding of networking concepts, including TCP/IP, DNS, and VPN
- Experience with helpdesk and ticketing systems such as ConnectWise, ServiceNow, Zendesk, and JIRA
- Excellent troubleshooting skills
- Strong written and verbal communication skills with a customer-service focus
- Ability to work independently and in a team, manage time effectively, and prioritize tasks
- Preferred: experience with ConnectWise
- Preferred: certifications such as CompTIA A+, Network+, MCSA, or MS-900
- Preferred: experience with cloud platforms like AWS, Azure, or Google Workspace
- Preferred: knowledge of ITIL practices and IT service management
Benefits
Comp & perks- Competitive benefits package, including medical, dental, vision, and life insurance
- 401k match
- Unlimited vacation time after completing one full year of employment
- 10 vacation days during the first year for full-time team members
- Paid sick time
- 10 Holidays including your Birthday and a Floating Holiday
- Healthy Lifestyle reimbursement
- Amazon Prime reimbursement
- 40 Hours for Volunteer Time
- Paid parental leave
- Reimbursement for ongoing education and certifications
- Learning and development programs
- Best-in-class training
- Mentorship
- Clear self-promotion paths