Demonstrates expertise in troubleshooting complex technical issues, providing advanced support for hardware, software, and network problems. Capable of developing technical documentation and training Tier I support staff while maintaining a customer-focused approach.

Highest-signal resume keywords

5+ Years Customer Support ExperienceTroubleshooting Complex Technical IssuesHelp Desk Ticketing SystemsIT Security PrinciplesHDI Customer Service Representative Certification

Tech Stack

Tools & technologies

OracleSQL

About the role

Key responsibilities & impact

Serve as an escalation point for complex technical issues that cannot be resolved by Tier I support
Provide advanced troubleshooting and problem resolution for hardware, software, network, and system issues
Diagnose and resolve complex technical problems according to established procedures
Document customer interactions, troubleshooting steps, and resolutions in the ticketing system
Escalate critical or highly complex issues to Tier III support or engineering teams when necessary
Collaborate with other IT teams to resolve cross-functional technical issues
Develop and maintain technical documentation, knowledge base articles, and standard operating procedures
Train and mentor Tier I support staff on technical matters
Identify recurring issues and participate in root cause analysis
Assist in testing and implementing system updates, patches, and new technologies
Conduct remote troubleshooting sessions with end users as needed
Provide on-call support according to established rotation schedules
Stay current with emerging technologies and industry trends
Participate in ongoing professional development and technical training

Requirements

What you’ll need

High School Diploma or GED required
5+ years of progressive customer support experience
Previous experience in Tier II support or equivalent role
Demonstrated expertise in troubleshooting complex technical issues
Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) within 6 months of employment
Ability to investigate elevated issues and confirm problem validity
Experience with database solutions to update customer records
Knowledge of IT security principles and practices
Experience with help desk ticketing systems and remote support tools
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
Strong analytical and problem-solving abilities
Ability to work independently and as part of a team
Customer-focused approach to service delivery
Time management skills with the ability to prioritize multiple issues
Adaptability to changing technologies and work environments
Experience documenting technical processes and solutions
Ability to work in high-pressure situations and manage stress effectively
Ability to obtain a Public Trust
Associate's or Bachelor's degree in IT-related field preferred
Knowledge of DoD household goods (HHG) processes
Understanding of personal property entitlements
DPS (Defense Personal Property System) module expertise
MilMove module expertise
Understanding of personal property shipment management systems
Experience working in government contracting environments
Knowledge of ITIL practices and principles
Database knowledge (SQL, Oracle, etc.)
Bilingual capabilities

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) retirement plan
Paid time off
Paid parental leave
Life and disability insurance
Flexible spending accounts
Commuter benefits
Tuition reimbursement
Ongoing professional development and technical training

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Database KnowledgeSQLOracleTechnical DocumentationRemote Support ToolsProblem ResolutionRoot Cause AnalysisSystem UpdatesTechnical TrainingITIL Practices

Soft Skills

Excellent Communication SkillsAnalytical AbilitiesCustomer-Focused ApproachTime Management SkillsAdaptability

Tools & Technologies

Help Desk Ticketing SystemsRemote Support ToolsDPS ModuleMilMove Module

Certifications & Qualifications

HDI Customer Service Representative CertificationPublic Trust

Industry Keywords

DoD Household Goods ProcessesPersonal Property EntitlementsGovernment Contracting EnvironmentsPersonal Property Shipment Management Systems