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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates foundational IT support capabilities, including troubleshooting hardware and software issues across Windows and macOS environments, while effectively managing user access and identity requests. Exhibits strong communication skills and a service-oriented approach to enhance employee experience and operational efficiency.
Highest-signal resume keywords
IT Support ExperienceWindows TroubleshootingMicrosoft 365 ProficiencyFreshservice FamiliarityCompTIA A+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingHardware SupportSoftware SupportNetwork TroubleshootingIdentity ManagementAccess ManagementVPN ConfigurationRemote SupportIncident ManagementAutomation Identification
Soft Skills
Service OrientationClear CommunicationEmpathyAdaptabilityCuriosity
Tools & Technologies
FreshserviceServiceNowJira Service ManagementIntuneJamfEntra IDSnipe-ITMicrosoft TeamsMFA ToolsAI-Enabled Automations
Certifications & Qualifications
CompTIA A+ITIL FoundationSecurity+
Industry Keywords
ITIL PracticesCybersecurityIncident EscalationData HandlingChange Control
Tech Stack
Tools & technologiesCyber SecurityDNSITSMJamfMacOSServiceNow
About the role
Key responsibilities & impact- Serve as the first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone
- Troubleshoot and resolve Tier 1 hardware, software, Windows, macOS, Microsoft 365, connectivity, VPN, and access issues
- Assist with selected Tier 2 issues under guidance and document diagnoses and outcomes
- Assess impact and urgency, meet service expectations, and keep employees informed
- Escalate unresolved, high-impact, or security-sensitive issues to IT leadership and appropriate Security, Engineering, or managed service resources
- Support employee onboarding by preparing devices, coordinating account creation, enrolling MFA, and confirming day-one readiness
- Complete offboarding tasks, including account actions, asset recovery, and license reclamation
- Fulfill identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes
- Track equipment assignments, returns, shipments, and reimaging in Snipe-IT or the designated asset management system
- Participate in cybersecurity cross-training and follow access governance, change control, data handling, and incident escalation procedures
- Recognize and report phishing, unusual access behavior, and potentially compromised devices
- Record troubleshooting steps and resolutions in the ITSM
- Create and maintain knowledge articles, FAQs, and quick guides
- Use approved AI-enabled automations and review outputs for accuracy and security
- Identify automation opportunities, participate in service reviews, and recommend operational improvements
Requirements
What you’ll need- Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands-on technical work
- Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting
- Ability to diagnose issues methodically, explain next steps in plain language, and confirm solutions meet employee needs
- Service-oriented approach with empathy, patience, professionalism, and respect
- Clear written and verbal communication, accurate ticket notes, and concise user-facing instructions
- Sound judgment when prioritizing work, protecting confidential information, following procedures, and escalating issues
- Curiosity, adaptability, and interest in automation, information security, and modern IT operations
- Preferred: experience with Freshservice, ServiceNow, or Jira Service Management
- Preferred: familiarity with Intune, Jamf, Entra ID, or comparable endpoint and identity management tools
- Preferred: working knowledge of Wi-Fi, VPN, DNS, and remote access troubleshooting
- Preferred: awareness of ITIL practices and foundational security concepts
- Preferred: CompTIA A+, ITIL Foundation, Security+, or interest in pursuing a relevant certification
Benefits
Comp & perks- Structured training
- Hands-on mentoring
- Opportunities to pursue relevant IT certifications
- Paid time off (PTO)
- 12 weeks of paid family bonding leave
- Medical, dental, and vision insurance
- Health Savings Account (HSA)
- 401(k) with company match
- Short-term and long-term disability insurance
- Supplemental life and AD&D insurance
- Critical illness, injury, and hospital insurance