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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Tier 2 desktop and deskside support, including troubleshooting Windows 11, Microsoft 365, and hardware diagnostics. Proficient in asset management and support processes, with strong customer service and communication skills.
Highest-signal resume keywords
Desktop SupportWindows 11 TroubleshootingServiceNow ExperienceHardware DiagnosticsCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Desktop SupportWindows 11Microsoft 365Hardware TroubleshootingDevice ImagingEndpoint SupportNetworking FundamentalsVirtual Desktop InfrastructureAsset ManagementCollaboration Tools
Soft Skills
Customer ServiceCommunicationProblem-SolvingCollaborationIndependence
Tools & Technologies
ServiceNowMicrosoft Endpoint ManagerIntuneCisco Networking TechnologiesAudiovisual Equipment
Certifications & Qualifications
CompTIA A+Network+ITIL FoundationMicrosoft Endpoint Administration
Industry Keywords
IT SupportCorporate EnvironmentEndpoint HardwareAsset Management SystemsITSM Platforms
Tech Stack
Tools & technologiesITSMServiceNowTCP/IP
About the role
Key responsibilities & impact- Provide Tier 2 desktop and deskside support for laptops, desktops, printers, mobile devices, and related peripherals
- Troubleshoot and resolve issues involving Windows 11, Microsoft 365, Teams, authentication services, and end-user applications
- Stage, image, configure, deploy, and replace end-user computing equipment
- Maintain accurate asset inventory records and support equipment tracking using ServiceNow or similar ITSM platforms
- Perform hardware diagnostics, repairs, and warranty support coordination with vendors and manufacturers
- Support user onboarding, device refresh programs, data migrations, and equipment recovery activities
- Assist with conference room technology, audiovisual equipment, and collaboration tools
- Perform basic network and connectivity troubleshooting and escalate issues to appropriate technical teams when required
- Document incidents, service requests, troubleshooting activities, and knowledge base content
- Participate in on-call, after-hours, and local site support activities as needed
- Serve as the on-site technical point of contact for device deployments, incident resolution, hardware lifecycle activities, and day-to-day technical support
- Partner with specialized IT teams to support business operations
Requirements
What you’ll need- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience
- 2+ years of desktop support, deskside support, or IT customer support experience in a corporate environment
- Experience supporting Microsoft Windows environments, endpoint hardware, and common enterprise applications
- Experience using ServiceNow or a comparable ticketing/IT service management platform
- Ability to lift and move IT equipment as required and travel locally to support business needs
- Working knowledge of Windows 11, Microsoft 365, Teams, and common enterprise desktop technologies
- Experience troubleshooting hardware, peripherals, printers, and mobile devices
- Familiarity with device imaging, deployment, asset management, and endpoint support processes
- Understanding of networking fundamentals, including Wi-Fi, TCP/IP, and basic connectivity troubleshooting
- Strong customer service, communication, and problem-solving skills
- Ability to work independently while collaborating effectively with a distributed IT team
- Experience supporting virtual desktop infrastructure (VDI) environments
- Familiarity with Microsoft Endpoint Manager, Intune, or similar endpoint management tools
- Exposure to Cisco networking technologies and enterprise server environments
- Experience with SAP or other asset management systems
- CompTIA A+, Network+, ITIL Foundation, or Microsoft endpoint administration certifications (preferred)
Benefits
Comp & perks- Zero Harm culture
- People First company commitment
- Belong, Connect and Grow team environment
- Equal opportunity employment