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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting and resolving complex IT service desk incidents, with a strong focus on Windows 10/11, Microsoft 365, and network connectivity. Possesses the ability to analyze service metrics and implement improvements while maintaining high customer satisfaction in a fast-paced environment.
Highest-signal resume keywords
Windows 10/11 TroubleshootingMicrosoft 365 SupportActive Directory ManagementITIL 4 Foundation CertificationServiceNow 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
Incident AnalysisRoot Cause AnalysisTicket DocumentationSLA ManagementFirst Contact Resolution
Soft Skills
Excellent Communication SkillsIndependent JudgmentCoaching and Mentoring
Tools & Technologies
ServiceNowEnterprise ITSM PlatformVPNCollaboration ToolsKnowledge Management Practices
Certifications & Qualifications
Active Secret ClearanceDoD 8570/8140 IAT Level I CertificationHDI Support Center AnalystDesktop Support Technician
Industry Keywords
DCSA ContractFederal IT EnvironmentsCSATCustomer Effort ScoreNIPRNet
Tech Stack
Tools & technologiesCyber SecurityDNSITSMServiceNow
About the role
Key responsibilities & impact- Support a newly awarded DCSA contract
- Analyze and resolve complex Tier I incidents and service requests for an enterprise IT service desk supporting approximately 13,000 internal users and external industry partners
- Determine root cause, scope, business impact, priority, and resolution path for escalated issues
- Set Priority Levels PL1–PL4 and decide whether to resolve, deflect to self-service, or escalate to Tier II/III or specialized resolver groups
- Diagnose and remediate issues involving Windows endpoints, Microsoft 365, collaboration tools, VPN and network connectivity, accounts and access, printing, and mobile devices
- Exercise delegated administrative authority to resolve issues at first contact
- Serve as an escalation and decision resource for junior analysts; review proposed resolutions, approve or redirect escalations, and coach troubleshooting and ticket quality
- Evaluate ticket documentation and closures for compliance and identify reopened-ticket patterns and corrective actions
- Assess open-ticket queues for SLA risk, prioritize follow-up, and recommend queue rebalancing
- Analyze incident, escalation, and reopen trends; prepare inputs to After-Action Reviews, Root Cause Analyses, and Problem Resolution Action Plans
- Author and revise knowledge base articles, standard operating procedures, and Virtual Agent content
- Identify recurring issues suitable for Tier 0 self-service or first-contact resolution
- Draft situational awareness alerts for Government pre-approval
- Analyze CSAT and Customer Effort Score results and identify service improvements for dashboards and quarterly XLA reporting
Requirements
What you’ll need- Bachelor's degree and a minimum of 3 years of related experience; an additional 4 years of related experience may be substituted for the degree
- Must be a U.S. Citizen
- Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start
- Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting
- Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification prior to performing cybersecurity-related duties
- Minimum of 3 years of experience in an enterprise IT service desk, help desk, or desktop support environment
- Ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision
- Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory accounts and group membership, network connectivity (VPN, Wi-Fi, DNS/DHCP basics), printers, and mobile devices
- Hands-on experience with an enterprise ITSM/ticketing platform and knowledge management practices
- Ability to meet First Contact Resolution and SLA targets in a high-volume environment while maintaining excellent customer satisfaction
- Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule and willingness to work extended-hours shifts if assigned
- Excellent written and verbal communication skills and ability to explain technical issues clearly to non-technical users and leadership
- Desired: HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification
- Desired: Experience using ServiceNow or a comparable enterprise ITSM platform
- Desired: Experience across NIPRNet, SIPRNet, JWICS, and classified system handling procedures
- Desired: Familiarity with CSAT, Customer Effort Score (CES), and XLAs
- Desired: Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments
- Desired: Experience with AI-enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration
- Desired: Experience writing knowledge articles and troubleshooting guides
Benefits
Comp & perks- Salary range of USD $69,890–$104,840 per year
- Remote position
- Up to 10% travel involved
- Military-friendly employer supporting active-duty and veteran employees