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DNI (Delaware Nation Industries)Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Tier 1 and Tier 2 IT support, utilizing tools such as JIRA and SQL databases to troubleshoot and resolve technical issues efficiently. Strong communication skills facilitate effective interactions with users, ensuring satisfaction and clarity in technical explanations.
Highest-signal resume keywords
IT Support ExperienceJIRA Issue TrackingSQL Database ManagementCustomer Service OrientationProblem-Solving Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Respond to incoming support requests via email ticketing system (JIRA) in a timely and professional manner.
- Provide Tier 1 / Tier 2 troubleshooting and resolution for a wide range of issues.
- Document all support interactions, steps taken, and resolutions in the ticketing system for accurate tracking and knowledge base contributions.
- Escalate complex and unresolved issues to Tier 3 support teams, system developers, functional subject matter experts, and/or quality assurance analysts in a clear and timely manner, while keeping the end-user informed of progress.
- Follow up with users to confirm issue resolution and satisfaction.
- Monitor support queues and proactively address trending issues when possible and notify leadership of trends.
- Manage workload utilizing a SQL database, dqMan query tool, eClearance front end, Webtop back end, Publishing Reporting, and JIRA Issue tracking system.
- Serve as tier 1 and tier 2 support on Knowledge Management applications and platforms.
- Serve as the point of contact for internal users experiencing issues with IT systems, user setup, routing management, product management, business application requests, enhancement requests, software issues, and network connectivity.
- Provide prompt, professional technical support to minimize downtime and ensure smooth daily operations across the organization.
Requirements
What you’ll need- Bachelor’s degree
- One or more years of experience in IT support, help desk, technical support or a customer service role with technical elements.
- Ability to build and maintain customer relationships
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Strong customer service orientation
- Solid problem-solving and analytical skills
- Ability to multitask and manage multiple tickets/priorities in a fast-paced environment
- Reliable, detail oriented, and able to work independently or collaboratively
Benefits
Comp & perks- Covers 100% of employee benefit premiums, including Medical (PPO or HDHP Option), Vision, Dental
- Matching 401K
- Short- and Long-Term Disability
- Pet Insurance
- Professional Development/Education Reimbursement
- Parking and Transit Benefits for NY, NJ, ATL, and DC Metro areas
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Tier 1 SupportTier 2 SupportTechnical TroubleshootingSQL DatabaseJIRADqMan Query ToolKnowledge Management ApplicationsNetwork ConnectivityDocumentation SkillsAnalytical Skills
Soft Skills
Verbal CommunicationWritten CommunicationCustomer Relationship ManagementMultitaskingDetail Oriented
Tools & Technologies
JIRADqManEClearanceWebtopPublishing Reporting
Industry Keywords
Technical SupportHelp DeskCustomer ServiceIT SystemsTroubleshooting