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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing technical support for end-user issues, including Microsoft 365 administration, troubleshooting of Windows environments, and basic networking fundamentals. Capable of effective communication and documentation to enhance client support and service quality.
Highest-signal resume keywords
Technical Support ExperienceMicrosoft 365 AdministrationNetworking FundamentalsTicketing Systems ProficiencyCustomer Service Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide frontline technical support for single end-user issues involving personal computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity
- Serve as the first point of contact for support requests received by phone, email, and client portal
- Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests
- Work assigned tickets according to SLA and troubleshoot and resolve frontline technical issues
- Escalate advanced or unresolved issues to Systems Administrators or Systems Engineers
- Document technical work comprehensively for accurate client billing and ongoing support
- Communicate ticket status, troubleshooting steps, next steps, and resolutions to clients
- Collaborate with technical team members to resolve client issues
- Participate in team meetings, training, documentation, and knowledge-sharing activities
- Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
- Assist with Microsoft 365 administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint
- Troubleshoot connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services
- Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
- Follow IT service management processes and Standard Operating Procedures
- Maintain documentation and contribute to knowledge base articles and SOP updates
- Participate in on-call rotation for critical systems and operations outside normal business hours
- Develop technical knowledge through training, coaching, certification pathways, and responsible use of approved AI solutions
Requirements
What you’ll need- Associate degree in Computer Science, Information Technology, or related field preferred (or equivalent experience)
- Valid driver's license
- Entry-level certifications preferred, including CompTIA Network+, Microsoft Fundamentals certifications, Google IT Support Professional Certificate, or CompTIA A+
- 1-3 years of experience in technical support, help desk, desktop support, call center technical support, field support, or related IT support roles
- Experience supporting Microsoft operating systems, Microsoft 365 applications, basic networking issues, and end-user technology
- Experience delivering customer-facing support with professionalism, communication, and service quality
- Experience working within an MSP, consulting, or multi-client IT support environment preferred
- Administration and troubleshooting of Windows workstation environments
- Basic Microsoft 365 administration and end-user support
- Basic Active Directory and Microsoft Entra ID user administration
- Basic understanding of Azure cloud concepts and Microsoft cloud services
- Basic networking fundamentals including TCP/IP, DNS, DHCP, VPNs, wireless connectivity, and general connectivity troubleshooting
- Experience using ticketing systems and remote support tools, including ConnectWise or similar platforms
- Familiarity with endpoint management and remote monitoring tools, including Intune, ConnectWise Automate, or similar technologies
- Familiarity with firewall, wireless, and network support tools, including WatchGuard, Meraki, or similar technologies
- Working knowledge of hardware, printers, mobile devices, peripherals, and workstation deployment
- Working knowledge of cybersecurity best practices, user security awareness, data privacy, and appropriate handling of client information
- Working knowledge of AI-assisted productivity and support tools, including Microsoft Copilot, ChatGPT Enterprise, and other approved generative AI solutions
- Ability to leverage AI tools responsibly to improve troubleshooting efficiency, documentation quality, and customer support outcomes
Benefits
Comp & perks- Medical, Dental, and Vision Insurance
- 401K Retirement Plan
- Minimum 4 Weeks of Paid Time Off (PTO)
- Birthday PTO
- Paid Holidays
- Paid Time Off for Volunteering
- Short-Term and Long-Term Disability Insurance
- Life Insurance
- Supplemental Insurance
- Employee Assistance Program
- Training, coaching, and certification pathways
- Potential progression into Systems Administrator responsibilities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows Operating SystemsMicrosoft 365 ApplicationsBasic Networking TroubleshootingActive Directory AdministrationAzure Cloud ConceptsEndpoint ManagementRemote Support ToolsTroubleshooting Connectivity IssuesHardware SupportCybersecurity Best Practices
Soft Skills
Professional CommunicationService QualityCollaborationProblem-SolvingDocumentation Skills
Tools & Technologies
ConnectWiseIntuneMicrosoft CopilotChatGPT EnterpriseWatchGuardMeraki
Certifications & Qualifications
CompTIA Network+Microsoft Fundamentals CertificationsGoogle IT Support Professional CertificateCompTIA A+
Industry Keywords
IT SupportHelp DeskDesktop SupportMSPMulti-Client IT Support