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DecisionPoint CorporationCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier II computer user support, including troubleshooting hardware and software issues in Windows and macOS environments, while ensuring compliance with cybersecurity best practices and effective communication in high-pressure situations.
Highest-signal resume keywords
Active Top Secret ClearanceCompTIA Security+ CertificationMicrosoft 365 SupportITIL-Aligned Service ManagementUser Account Management in Active Directory
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide Tier II computer user support, including desktop support and service desk operations for end users in Windows and macOS environments
- Troubleshoot and resolve hardware, software, and peripheral issues for desktops, laptops, printers, and mobile devices
- Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint
- Utilize remote support tools such as Remote Desktop Protocol (RDP), System Center Configuration Manager (SCCM), and similar technologies to diagnose and resolve technical issues
- Operate and manage IT ticketing systems such as ServiceNow, BMC Remedy, and Jira to document incidents, track resolutions, and escalate issues
- Perform user account management in Active Directory, including account provisioning and deprovisioning, group membership changes, basic group policy administration, and access control configuration
- Apply foundational networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies
- Follow cybersecurity best practices related to data handling, endpoint security, access control, and incident reporting
- Maintain compliance with role-based access control (RBAC) policies and acceptable use standards
- Provide clear written and verbal communication while delivering professional, customer-focused support in fast-paced or high-pressure environments
- Support shift-based or on-call operational schedules, as required
- Assist with supporting remote and hybrid workforce environments while meeting defined service-level agreements (SLAs)
- Follow ITIL-aligned service management practices and contribute to continuous service improvement
Requirements
What you’ll need- Active Top Secret clearance with SCI eligibility
- Associate Degree in Information Technology, Computer Science, or a related field
- Minimum of 2 years of relevant IT support experience in a Tier II or equivalent support role
- CompTIA Security+ certification, compliant with DoD 8570 or applicable agency policy
- Experience providing end-user support in an enterprise IT environment
- Working knowledge of Microsoft Windows, macOS, Microsoft 365, Active Directory, and common IT support tools
- Strong troubleshooting, analytical, and problem-solving skills
- Ability to work independently and collaboratively while managing multiple priorities
- Preferred: Bachelor’s degree in Information Technology or a closely related discipline
- Preferred: CompTIA A+ certification
- Preferred: ITIL v4 Foundation certification
- Preferred: Microsoft 365 Fundamentals or Microsoft Azure Fundamentals certification
- Preferred: Experience supporting government, DoD, or other regulated environments
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAnalytical SkillsProblem-SolvingNetworking KnowledgeService Desk OperationsDesktop SupportIncident DocumentationAccess Control ConfigurationRemote Support ToolsEnd-User Support
Soft Skills
Clear CommunicationCustomer-Focused SupportAbility to Work IndependentlyCollaborative SkillsManaging Multiple Priorities
Tools & Technologies
Microsoft 365 ApplicationsRemote Desktop Protocol (RDP)System Center Configuration Manager (SCCM)ServiceNowBMC RemedyJiraActive DirectoryTCP/IPDNSDHCP
Certifications & Qualifications
CompTIA Security+CompTIA A+ITIL v4 FoundationMicrosoft 365 FundamentalsMicrosoft Azure Fundamentals
Industry Keywords
Tier II SupportCybersecurity Best PracticesRole-Based Access Control (RBAC)Service-Level Agreements (SLAs)Government SupportDoD ComplianceEnterprise IT EnvironmentContinuous Service ImprovementHybrid Workforce SupportIncident Reporting