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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing Tier 1 technical support, including incident diagnosis and resolution, while effectively documenting and tracking issues. Capable of operating within service level agreements and providing training to team members as needed.
Highest-signal resume keywords
Tier 1 Technical SupportIncident DiagnosisITIL Foundation CertificationA+ CertificationPublic Trust Clearance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Problem ResolutionEnd-User SupportPC SupportServer SupportMainframe Applications SupportTicketing System DocumentationKnowledge Base UtilizationPassword ResetsService Desk OperationsUser Problem Simulation
Soft Skills
CommunicationCustomer ServiceTeam CollaborationProblem-SolvingAdaptability
Tools & Technologies
Ticketing SystemKnowledge BaseEmail Service RequestsPC HardwareServer Hardware
Certifications & Qualifications
ITIL Foundation CertificationA+ CertificationHelpdesk Institute CertificationService Desk Institute CertificationMCSA Office 365 Certification
Industry Keywords
Call Center SupportFederal Customer SupportService Level AgreementsFirst-Tier SupportShift Flexibility
About the role
Key responsibilities & impact- Provide call center support for a federal customer
- Perform Tier 1 services by working directly with the Service Desk and staff to achieve service levels
- Respond to and diagnose incidents through discussions with users
- Provide end-user support on a variety of issues
- Identify, research, and resolve technical problems
- Respond to telephone calls, email, and personnel requests for technical support
- Document, track, and monitor problems to ensure timely resolution
- Provide first-tier support for PC, server, or mainframe applications and hardware
- Interact with network services, software systems engineering, and applications development to restore service or identify root causes
- Simulate or recreate user problems to resolve operating difficulties
- Recommend system modifications to reduce user problems
- Operate within SD AQLs, first-call resolution, and speed-of-answer targets
- Perform password resets on applicable systems
- Collect caller information and accurately document tickets in the applicable ticketing system
- Use the knowledge base to guide callers through issue resolution
- Process email service requests within acceptable contractual limits
- Provide Tier 1 phone support training to the email team when needed
- Acknowledge, document, resolve, or appropriately assign every contact
Requirements
What you’ll need- High School Diploma or equivalent
- 0-2 years experience
- Basic understanding of computer systems and how to use them
- Must be located in Hancock County, MS or adjacent counties
- Must have, or be able to obtain within six months of hire, an ITIL Foundation certification, an A+ Certification, and a Helpdesk Institute or Service Desk Institute certification
- Must be able to obtain and hold a public trust clearance
- Shift flexibility required for 24/7 operations
- MCSA Office 365 certification preferred
- A+ certification preferred
- HDI or SDI certification preferred
- ITIL Foundation certification preferred
Benefits
Comp & perks- Certification costs reimbursed by GovCIO
- Remote work position
- Travel to and from a customer site may be required for computer setup and service