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Great Lakes CheeseCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing Level 2 technical support for hardware, software, and network issues, with a strong focus on customer service and effective communication. Capable of maintaining compliance with security standards and performing system maintenance in a 24x7 operational environment.
Highest-signal resume keywords
Level 2 Technical SupportMicrosoft Operating SystemsCustomer Service OrientationIT Service Desk OperationsNetwork Troubleshooting
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide overnight Level 2 technical support via phone, email, remote tools, and in-person for hardware, software, and network issues
- Log, prioritize, track, resolve, or escalate support requests through the ticketing system
- Guide users through diagnostic procedures and identify root causes
- Escalate complex or unresolved issues to appropriate IT teams with clear documentation
- Maintain issue, solution, and incident-history records for reporting and trend analysis
- Install, configure, and troubleshoot desktops, laptops, mobile devices, printers, and peripherals
- Monitor and support enterprise applications, phone systems, and network connectivity
- Perform software updates, system patches, and general maintenance during off-peak hours
- Assist with change-control implementations and routine overnight system checks
- Participate in on-call rotation, including weekends and holidays as required
- Support IT onboarding for overnight-shift hires, including setup and orientation
- Ensure compliance with organizational security standards and Safe Quality Food (SQF) Program guidelines
- Adhere to safety and quality policies and procedures
- Perform other duties assigned by the IT Manager
Requirements
What you’ll need- High school diploma
- 1 year of hands-on IT experience
- Proficiency in Microsoft operating systems and Office applications
- Strong customer service orientation with effective communication skills
- Understanding of basic networking principles and troubleshooting
- Ability to work independently with minimal supervision
- Ability to travel up to 20%
- Preferred: Bachelor’s degree
- Preferred: 2-4 years of relevant experience
- Preferred: Experience with IT Service Desk operations or support ticketing systems
- Preferred: Familiarity with SAP, MES, InfinityQS systems
- Preferred: Familiarity with network hardware, including switches and routers
- Preferred: Certifications in Microsoft, Cisco, or VMWare technologies
- Preferred: Experience supporting manufacturing or 24x7 operational environments
Benefits
Comp & perks- Equal Opportunity Employer status and protections for Veterans/Individuals with Disabilities
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 SupportTroubleshootingSystem MaintenanceSoftware UpdatesIncident ManagementDiagnostic ProceduresConfigurationInstallationNetwork PrinciplesChange Control
Soft Skills
Effective CommunicationIndependent WorkCustomer Service
Tools & Technologies
Ticketing SystemRemote ToolsSAPMESInfinityQSPrintersMobile DevicesDesktopsLaptopsPhone Systems
Certifications & Qualifications
Microsoft CertificationsCisco CertificationsVMWare Certifications
Industry Keywords
Safe Quality Food (SQF) ProgramManufacturing Support24x7 Operational EnvironmentsNetwork HardwareSwitchesRouters